Scaling Support

Our predictions on 5 future service features that will enhance your customer experience: Facebook Messenger to become the next WeChat for customer service...

Most support calls over 8 minutes are generally seen as a bad customer experience. In general, many people would assume chat/social handle times to be lower.

Here is part 2 of our recap of last month’s Socialbakers Engage 2016 conference. Part 1 was about social customer care and part 2 covers social media marketing.

Our predictions on 5 future service features that will enhance your customer experience: Facebook Messenger to become the next WeChat for customer service...

Most support calls over 8 minutes are generally seen as a bad customer experience. In general, many people would assume chat/social handle times to be lower.

Here is part 2 of our recap of last month’s Socialbakers Engage 2016 conference. Part 1 was about social customer care and part 2 covers social media marketing.

Our predictions on 5 future service features that will enhance your customer experience: Facebook Messenger to become the next WeChat for customer service...

A look at 4 companies that are championing various areas of mobile and social customer service through better and stronger relationships.

Takeaways after co-hosting the New York Customer Experience Meetup on best practice case studies on Voice of Customer analytics.

Most support calls over 8 minutes are generally seen as a bad customer experience. In general, many people would assume chat/social handle times to be lower.

This feature has the potential to revolutionize the customer experience by seamlessly connecting support, search, payment, and real-time order tracking.

Retailers and brands are facing challenges to understand their customer service data due to Coronavirus. Using Chatdesk Trends, we analyzed customer feedback...

Strategies for reducing costs by up to 80% through increasing call deflection rate and managing high call volume by deflecting to self service, chat, chatbots

Here is a summary of our key takeaways from The Empathy Engine — Turning Customer Service Into a Sustainable Advantage.”

Our takeaways from the Twitter report of Customer Service on their platform. Customers’ service Tweets are increasing faster than companies can respond.

Here is part 2 of our recap of last month’s Socialbakers Engage 2016 conference. Part 1 was about social customer care and part 2 covers social media marketing.

Our key takeaways on social customer care from the Socialbakers Engage 2016 conference. Private messages on Facebook are now five times the volume of wall post

Key takeaways from the Customer Service Experience conference. The increase in self service channels such as FAQs has made agents even more important.

Richard Shapiro’s book “The Endangered Customer: 8 Steps to Guarantee Repeat Business” covers the personal and human touch in customer relations.

One topic that resonated with our group was Whole Company Support — how to empower your entire company to provide the best possible customer experience.

A talk by Dennis Owen, Group Manager Social Media for Cathay Pacific Airways, on crisis management using social media applicable to any organization.

There are over 1 billion monthly active users each for Facebook Messenger, SMS, and WhatsApp. Take a look at more key industry trends and analysis.

If your company’s marketing makes your product sound hip and your customer service emails, chats or tweets sound cold or legalistic, you’ve got a problem.

How to effectively manage digital customer service, ensure happy customers and drive sales. Customer service needs to be a team sport, the best-in-class orga...