Tag Archives: social networking

New channels are changing customer service forever – are you ready?

Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact centres or how to improve the outsourced relationship between a client and supplier. These may have been important considerations in the past, but … Continue reading

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Communication is changing customer service today

What is the customer service industry focused on today? In the past decade – maybe even just the last half a decade – the industry has changed dramatically, but the core focus remains the pursuit of an improved customer experience. … Continue reading

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Only the young are using multichannel support?

We live in an age of multichannel customer service. It is common for consumers today to be using around five or six channels when they want to interact with a brand. Voice calls, chat on instant messenger, email, reviews or … Continue reading

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Social customer service is more than just answering Tweets

As new social channels become more accepted and more important it becomes increasingly complex to manage the overall customer experience – or the unified customer experience as the analyst firm Forrester calls it. The digital and social customer channels are … Continue reading

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Are people really worried about protecting their personal data?

A recent article on the Engage Customer blog described new research by Mintel that found how consumers of all ages are concerned about data privacy online, but younger Millennial consumers are over-sharing data far more than their Baby Boomer parents. … Continue reading

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Getting #Custserv with Twitter right or ‘Respect for the Bad Man’

Retailers are getting used to multichannel service today. Many of them are answering customer questions online using the same channels to respond to the original questions – for instance publishing answers and information on Facebook when questions originate from that … Continue reading

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Some of the challenges of social media

Call Centre Focus recently featured a great infographic that highlights seven challenges for organisations using social media as a part of their customer service strategy. Which now probably includes almost any brand – unless they are not paying attention to … Continue reading

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