How to manage volume spikes in your social customer support

15 August 2018

Unexpected changes in the volume of social messages you receive can happen at any time.  They can be brand specific, for example a service outage or a new product launch, or they can be industry...

Case study: How Jamii Improved Social Customer Connections

10 August 2018

Jamii telecommunications is a Kenyan based telecommunications network operator, offering DataCarrier Services, Internet, Signal Distribution and Wireless Broadband. The provider wanted to increase...

3 steps to delivering effective digital customer service in the public sector

30 July 2018

The relationship between public sector organisations and their customers is changing. Most people now use social media in their everyday life and consequently want to interact with public services...

Sentiment announces success in the G-Cloud 10 public sector procurement framework

16 July 2018

Sentiment, a leading provider of digital customer service tools, is pleased to announce their acceptance to the G-Cloud 10 public sector procurement framework to help organisations transform their...

5 automations you should be using for social customer care

11 July 2018

According to the latest stats from We are Social, there are now over 3.19 billion active social media users across the globe and this is growing at around 13% year-on-year.  More social users...

Why workforce optimisation improves the efficiency of your social customer care team

14 June 2018

Today social customer care teams are handling more and more digital interactions. Contact Centres are evolving both geographically and technologically and must handle new channels and...

How to prevent cherry-picking in your customer service team

06 June 2018

We all tend to prefer working on things we know and understand. It’s human nature. When faced with the choice of an easy-to-answer question or a seemingly unfathomable riddle, we’ll usually take...

Infographic: Why businesses & customers love web chat for customer service

22 May 2018

 A great customer service experience is all about fast and effective resolution.

It can make all the difference when it comes to closing a sale or retaining a customer. When speed is of the...

Case study: How uSwitch powered up their social customer care

16 May 2018

uSwitch is a UK online and telephone comparison and switching service that helps customers compare prices on a range of products and services, helping them take advantage of the best possible...

Press release: Sentiment announces new web chat solution to enhance digital conversations & reduce customer effort

14 May 2018

Sentiment the leading digital customer service and engagement platform has today released Sentiment Chat, a streamlined web chat solution that enables brands to manage web chat alongside social...