Tag Archives: support

British people have the highest customer service expectations in Europe

What is the ‘purpose’ of customer support? What would happen if you didn’t offer a support channel to customers? And what do your customers think that the support channel is for? According to new research from Zendesk a shocking number … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , , | Leave a comment

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

Posted in Contact Centres, Current Affairs, Customer Service, Marketing, Social Media | Tagged , , , , , , , , , , , | Leave a comment

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

Posted in Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , | 1 Comment

Listening to the voice of the customer

The Internet is full of good and bad examples of customer service. Many people make a living just documenting all these case studies, but one recent example that went viral caught my attention. When a customer used a chat session … Continue reading

Posted in Current Affairs, Customer Service | Tagged , , , , , , , , , , , , | Leave a comment

It’s Social Media Week 2013 #SMW13

This is social media week 2013, otherwise known as #SMW13 to those talking about it on Twitter. 10 cities around the world will be taking part, including London in the UK. Social media week is all about connecting people and … Continue reading

Posted in Current Affairs, Customer Service, Human Resources, Social Media | Tagged , , , , , , , , , , | Leave a comment

Leading customers to the solution they want

As a process, selling has not changed very much despite modern technology and advertising changing enormously in the past few years. Customers don’t like being sold to. Do you ever enjoy it when a brand forces their advertising or product … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , | Leave a comment

The majority of Australian brands are now using social media

At TP we have been advocating the use of social media as a customer support channel for several years now. In fact, one of our major research themes for this year is the development of the omnichannel, where customers can … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , | Leave a comment