Digested read - Hug Your Haters: How to Embrace Complaints and Keep Your Customers

07 April 2016

"Mobile and social technology, sociological and behavioural changes and heightened consumer expectations have radically shifted what it means to provide great customer service, and the resources...

Infographic: The six stages of practical social customer service planning

05 April 2016

Lots of businesses looking at adding social channels for customers to contact them are still grappling with how to do this. There is also a misconception that adding a full omni-channel solution...

Financial services: 4 essential steps to safeguard customer care on social channels

31 March 2016

In an industry where compliance, security and privacy underpin engagement, financial services providers are understandably cautious about social customer service teams working so publicly. You...

Webinar: 8 steps to effective social customer service

30 March 2016

When it comes to evolving the care you provide on social channels, look beyond the hype. There is no alchemy, finite, or one-size fits all approach to social success. It's a continuous cycle of...

Sentiment announces industry first chat app integration for social engagement

17 March 2016

 

12 financial services stats: How customer engagement on social adds up

04 March 2016

We'll be launching the next guide in our series of social customer service playbooks in a few weeks' time. This time around the focus is on financial services. The guide is packed with tips, best...

Infographic: 8 Steps to Evolve Social Customer Service

01 March 2016

Most organisations are still on the road to becoming a social business. Adding social customer service as part of an omni-channel solution is a bit like completing the walk from Land's End to John...

Improve Twitter customer service with new features on Sentiment

24 February 2016

At Sentiment we help large enterprises handle Twitter customer service at scale. We are there for organisations with multiple social accounts, and contact centre teams with hundreds of agents, to...

Press release: How 1st CENTRAL transformed customer engagement

11 February 2016

1ST CENTRAL, a leading UK insurance provider, is transforming its customer engagement programme by using Sentiment’s social customer service application to increase visibility on its community,...

How to manage social media complaints with confidence

02 February 2016

 

 

 

 

A staggering 879 millioncomplaints are posted each year on social media by consumers. Some people rant because they can, or they are letting off steam. They don't always need a reply. But,...

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