Tag Archives: twitter

Is Twitter really the least effective channel for #custserv?

Econsultancy featured an article recently that explored new research suggesting that Twitter is the least effective customer service channel in the UK. The research found that companies do respond to tweets, and some respond very quickly indeed, but it is … Continue reading

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How should brands respond to customers on Twitter?

A Twitter user was fed up of being late for work so he tweeted the train service he used – London Overground – and begged them to improve their punctuality. He claimed that if he was late for work one … 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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Getting it right first time just became more important than ever

First Call Resolution has always been a bit of a mantra in the customer service industry. Analysis of when customers contact a company show that if the problem can be resolved on that very first contact it is better for … Continue reading

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What’s ahead for B2B in 2014?

Writing in the Retail Customer Experience blog, Mike Wittenstein, recently suggested his five key predictions for customer experience in 2014. One of his points was that the experience of B2B customers will start being influenced by what B2C customers are … Continue reading

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Social Customer Service is redefining #custexp

Martin Hill-Wilson’s and Carolyn Wilsons new book ‘Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation’ sounds fascinating. It is entirely focused on how to work with customers in an age … Continue reading

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Social Media in customer service isn’t just an opportunity – it’s happening already!

Call Centre Helper recently ran a story asking the question ‘What happened to multichannel customer service?’ The article focuses on the disconnect between support channels that many customers experience when seeking help or making a complaint. And the central argument … Continue reading

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30% of brands now offer Customer Service on Twitter

For the past couple of years, the executive team at Teleperformance UK has been blogging and tweeting. Our CEO Alistair Niederer now has over 1,000 people following his every tweet and analysts and customer service experts all over the world … Continue reading

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Customer service: What has changed since the slowdown?

Business Week magazine recently described how consumer behaviour has changed in the US since the economic downturn. Of course the downturn affected many more places than just the US, with the UK experiencing a prolonged downturn too. The article focuses … Continue reading

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Is email really the slowest way to ask for help?

New research conducted by KANA Software and published in the Daily Telegraph shows that most (59%) take at least eight hours to answer a customer service enquiry sent by email. That’s more than one entire working day. Contrast that to … Continue reading

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