How to succeed with customer service on Twitter

05 January 2017

Whether you are just starting out on the social customer care road or already have an established social presence, it’s essential to understand how to successfully handle social customer service...

How brands can get quicker on social media response times

28 November 2016

Customers didn’t tell brands they wanted customer service on social media – they just got on with it and demand for support is rapidly increasing.  If a company has a social presence, and you’ll...

Twitter customer service – what’s it worth?

11 November 2016

Omni-channel may seem like one of the most over used phrases when we talk about customer service these days, but if brands are not able to provide the choice of channels consumers want to use,...

7 creative ways to take the heat away from your social media agents

21 September 2016

Busy social media support teams without the right engagement tools will find keeping up with messages like sitting on a platform and trying to count the number of people on a high speed train that...

What’s in a tweet – a day on the retail customer service frontline

09 September 2016

Social media is a lens for retailers to look across their whole business - customer service, marketing, retention, supply chain, stores, logistics and beyond.  Brands need to think up, down and...

Why mastering social customer service matters for retailers

25 July 2016

Competition in the instant retail market is faster and stronger than almost every other sector and retailers need to be able to handle social customer care at scale and answer messages within...

Social customer care: the where we’re at stats

14 June 2016

We’re pretty much halfway through the year so it’s a good time to see just how far brands have progressed along the social customer care trail, and look at some of the challenges aheadWe’ve...

Agent training: Putting the personal into financial services

19 April 2016

Nerves understandably jangle about agents talking so openly with customers on social channels.  And, when it comes to financial services, the pressure to get engagement right is obviously...

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