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...

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...

Why contact centres must integrate digital and social media

10 October 2017

Contact centres must integrate digital channels as part of an omnichannel strategy, or they will become extinct. Customers under 40 want to use social channels and chat apps for service and will...

5 key takeaways from the 2017 Institute of Customer Service UK Customer Satisfaction Index

11 September 2017

According to the latest report from the Institute of Customer Service, customer satisfaction is now at its highest level ever. Sounds good. But customers are continuing to run into problems and...

5 steps to improve social customer service

18 May 2017

Recent statistics show providing high quality social customer care is linked to improved customer satisfaction and retention.

Customers expect a fast, friendly and efficient response across...

Social Customer Service for Marketeers

23 March 2017

While Marketing Teams usually hold the social media purse strings, Customer Service Teams are the front line of customer engagement.  This infographic shows why closer collaboration between...

Press release: DX selects Sentiment for social customer service

28 February 2017

Sentiment today announced that DX, a leading independent mail, parcels and logistics end-to-end network operator in the UK and Ireland, will deploy Sentiment’s intelligent social customer care...

Infographic: The five pillars of social customer service ROI

31 May 2016

Anecdotal tales of happy customers and game-changing social customer care programmes won’t justify investment, sustain executive buy-in and show whether you’re doing well, or badly (you also need...

AAA Twitter customer service: automate, accelerate, answer

11 May 2016

Back in the day, tweets were seen by some as digital wrappers for the next days’ fish and chips - 140 characters of trivia that would be quickly forgotten.  How things have changed.  Twitter has...

Pret shows how customer insight can shape what your brand does next

29 April 2016

When you are travelling on a Deutsche Bahn ICE train and you feel peckish you can buy a couple of meat-free dishes in the restaurant car - if that’s what you want.  Putting a choice of tasty,...