How emojis are changing customer conversations

27 April 2018

Love them or hate them, emojis are visual representations of real feelings and emotions.  We often use them in chat apps or emails to communicate more graphically how we feel in the moment. They...

6 tips for delivering great customer service on web chat

09 April 2018

Conversational commerce and service with a live agent is driving a new deal for brands and consumers. For many it’s now far easier to type a quick question than to pick up the phone and spend time...

5 key reasons to use web chat for digital customer service

19 March 2018

A good customer service experience can make or break a sale.  Being there to immediately respond to a question when a visitor is considering making a purchase can make all the difference. It...

How to use Twitter & Facebook to measure customer satisfaction

08 March 2018

Tracking and measuring customer feedback has always been important for any business – it’s a leading indicator of customer retention and provides valuable data for learning and continuous...

How to use social media for crisis management

02 March 2018

Unexpected spikes in volume on your social channels can happen for a variety of reasons; competitor activity, regulation changes, or a regular favourite - the weather!

Planning ahead will save...

7 common social customer service pain points (and how to fix them)

22 February 2018

Social media is quickly becoming the channel of choice for consumers who want fast and efficient customer service. It’s not just for the big-name brands.  If your customers are on social media,...

[Video] How to spend less time managing social messages...without logging into every social channel

15 February 2018

Customers like using social media platforms for customer service. They like it even more when they get a quick response to their message.

How to deliver personalised digital customer service at scale

09 February 2018

Customer service can make or break a customer relationship. How the customer feels after engaging with a brand, when they have complaint or a problem, either reinforces or changes the brand...

5 reasons to use Twitter and Facebook for customer service

25 January 2018

Although many businesses use Twitter and Facebook for marketing activities, many have yet to leverage their power to improve customer service.  These social platforms provide a great opportunity for...

What does 2018 have in store for contact centres?

04 January 2018

Yes, it really is that time of year again! After the parties and fireworks, it looks like it’ll be another busy year for contact centres. Statistics show that social media use is expected to...