Scaling Support

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.

Social media comment moderation for Facebook and Instagram can be time consuming. Here are best practices for responding and driving more sales

Increase conversions on Social Media like Facebook, Instagram and Twitter by 10%+ with 24/7 customer support and 70% faster responses with Chatdesk

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.

Social media comment moderation for Facebook and Instagram can be time consuming. Here are best practices for responding and driving more sales

Increase conversions on Social Media like Facebook, Instagram and Twitter by 10%+ with 24/7 customer support and 70% faster responses with Chatdesk

Fable Pets wanted to be able to offer 24/7 customer support and social media monitoring across Zendesk email, Facebook and Instagram comments

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

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.

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.

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...

Discern the profile of your customer, their demographic, their desires, and how they manifest those desires into purchases.

A recent CCW survey of customer support leaders highlighted that by 2020 artificial intelligence/chatbots will save businesses $8 billion per year.

A great way for participants to interact and share thoughts on how technology such as machine learning can help support agents become more efficient.

Pay attention to response time. Empower the people you trust and build the empire together brick by brick. Encourage your team. Every idea is a good one and...

A few insightful takeaways from our conversation with Kriti Kapoor, former Head of Social Customer Care at Microsoft.