Email beats Social Media as Customer Service Channel
Email beats social media as best channel for customer service in retail – US retailers only answer 20% of questions…
Social Media
Nikon inspires photographers via Facebook and Twitter
Nikon inspires photographers via Facebook and Twitter – Nikon partners with social customer engagement specialist, CX Company to build brand…
Social Customer Service – The Dos and Don’ts
Social media and social customer service are spectator sports; you’ll get the cheers and jeers, the winners and losers –…
Improve Customer Service through Social Media
New White Paper Outlines Seven Steps to Deliver Great Customer Service through Social Media Altitude Software have announced the…
Twitter users can now chat privately without feeling tongue-tied
Twitter users can now chat privately without feeling so tongue-tied By Simon Frank, Webhelp Solutions Consultant at Webhelp UK Twitter…
Firstsource Survey reveals Text Messaging remains King on Smartphones
Firstsource Survey reveals Text Messaging remains King on Smartphones – But instant messaging apps starting to take greater share of…
3 Ways of Successfully making Customer Service Everyone’s Job
3 ways of successfully making customer service everyone’s job – In this article Michael Cheung of Eptica looks at how…
Social media customer interactions need to showcase excellent service not erode it
Social media customer interactions need to showcase excellent service, not erode it – says Aspect New research from Crimson Hexagon…
Eptica Research – Consumers frustrated from brands on digital channels
Eptica research finds that UK and French consumers frustrated by lack of understanding from brands on digital channels Over 80%…
CrowdControlHQ – Managing Social Media
CrowdControlHQ ‘s Michelle Leavesley looks at Mastering management issues around social media in contact centres. Mastering management issues around social…
Twitter Continues to Grow for Customer Service
Twitter Continues to Grow for Customer Service; Dedicated Handles Among Top Brands Increase 19 Percent Since 2014 Simply Measured have…
Aspect Software YouTube could replace the contact centre finds survey
Most of us would rather trust a stranger’s opinion than enquire about our purchases at the contact centre, according to…
Contact centres have low expectations for social media according to Business Systems
There has been a lot of hype around social media and how it could become a premiere channel for servicing…
Social Media: Why It Doesn’t Pay To Talk The Way Customers Talk
Increasingly, customers respond to business texts the way they do in the rest of their lives: with a chirpy ‘gr8…
Home Retail Group goes live with enterprise social media management
Customer contact technology specialist successfully deploys Conversocial-based solution to support key Argos, Homebase and Habitat Facebook and Twitter channels Home…
Talking the customer’s language on social media in the contact centre
Helen Murray, Chief Customer Solutions Officer at Webhelp UK discusses ‘Talking the customer’s language on social media in the contact…
Dixons Carphone’s ‘Knowhow’ team appoint Conversocial
Dixons Carphone plc, Europe’s leading specialist electrical and telecommunications retailer and Services Company, has chosen to enhance its customer service…
Phone number log-in can help Twitter fly high
Twitter recently announced the launch of its new identity service Digits, a password-free login system for mobile applications targeted at…
Latest Version of Connect from Intelecom improves social media interactions
Latest Version of Connect from Intelecom improves social media interactions and puts organisations in control of their contact centre environment…