Messenger Is Facebook’s Real Value to Brands
Customer expectations matured in 2017; no longer was social customer service just about response times and a friendly tone of voice. 2017 saw “effortless service” set the tone for what consumers deemed as acceptable, expecting convenience, in-channel resolution and agent expertise. Brands looked … Read More
Go North East’s customer service team in the judging seat
Team members from Go North East's award-winning customer service team swapped their phone calls, emails and social media enquiries to take a leading role in choosing the best-of-the-best among the region's top contact centre professionals at the annual North East Contact Centre Awards. Together … Read More
Teleperformance Achieves Full Enterprise-Wide Social Responsibility Standard Certification from …
Teleperformance (Paris:RCF) the worldwide leader in omnichannel customer experience management, today announced it has received the Enterprise-Wide Social Responsibility Standard (SRS) Certification Award for the fourth consecutive year from Verego. The SRS scores attained are the highest … Read More
Apple Business Chat in iOS 11.3 takes on social media in privacy, sophistication
Apple is gearing up to bring its innovative Business Chat feature out of testing and into production with the release of iOS 11.3, giving individuals a streamlined, new way to communicate with customer service without wasting time sitting on hold and without reporting the contacts of all their friends. Read …
Maisarah Islamic Banking Services unveils new app
As a part of its strategy, the Islamic banking window has maintained high standards of corporate governance, research and development, corporate social responsibility and customer service that have helped in winning various awards in local and international markets. As part of its future growth plan, … Read More
Why Call Tracking Still Makes Sense In A Digital World
If people are calling most from a social ad, you can confidently increase spend there. Customer support: Call tracking improves the customer service process by surfacing feedback trends and equipping support teams with the information they need to assist callers. For example, call-tracking software … Read More
Marketing in a world of shifting Facebook and Google rules
SommSelect has been working with Petaluma-based digital marketing agency DEPLabs. Getting through to users on social media these days calls for more creative approaches to content for companies, according to Kari Zanotto, who heads what would be called client services in a traditional agency. Read More
US Social Security funding should ease customer-service crisis
Years of budget cuts by Congress have left the Social Security Administration (SSA) short of staff on its toll-free customer service line. Long lines form daily outside many local field offices. And the backlog of people waiting for a hearing on disability insurance claims is more than 600 days. But …
Social Is Social, Messaging Is Personal, Right?
Don't get me wrong, WhatsApp is a perfectly fine channel to be receive customer service through, but all too often, I find marketers — particularly gurus at conventions — get this muddled up with marketing. If I'm catching a flight, a message to update me on its progress is great, …
Paddy Power tops social media rankings
Paddy Power also operates a dedicated Twitter account for promoting their current and standing betting offers, @PPOffers, a dedicated racing account, @pphorseracing, and a dedicated help and customer service account, @ask_paddypower. Bet365, arguably the biggest brand in online betting, came … Read More