They are black holes that suck you into a dark telephone holding pattern that, on normal days, can be frustrating. But as the recent barrage of major storms and power outages have shown, consumers are looking to social media as a more convenient and customer-centric means for traveler care. Read …

Some brands attempt this with social media, and Twitter is one example of how interactions with brands help consumers feel somewhat connected. This connection is the start of an improved customer experience, an important “bridge” through which to share humorous content or be ushered along to … Read More

Vodacom announced on Wednesday that it has launched a specialist Social Media Command Centre (SMCC) in Cape Town. The SMCC is an effective and sustainable solution to the complex and fast-paced demands of digital customer service. Vodacom has seen a 200% increase in total social media … Read More

Vodacom said brands are tasked with the challenge of resolving customer service queries through social media. “Given that social media has become the preferred channel of communication for customers to connect with businesses, failure to address these queries in a timely fashion can severely … Read More

“The exponential use of social media amongst our customer base has necessitated the introduction of a specialised unit to service these channels,” explained Errol van Graan, Vodacom's chief of commercial operations. “Vodacom is moving to where our customers need us to be and we are scaling up … Read More

According to Vodacom, the SMCC is an effective and sustainable solution to the complex and fast-paced demands of digital customer service. It notes that in order to meet this demand, the company will spend in excess of R15 million on staff, equipment, infrastructure and technology over the next year. Read …

With combining hunger and disappointment levels, I tried calling Pizza Hut's customer service line to see if other customers were reporting problems with online ordering. The agent who took my call suggesting calling the restaurant and placing my order, which I reminded them, would negate the “online … Read More

"Mrs. Cannon has provided continuous leadership, guidance and creativity to the department of Social Services since she joined us in 2014, impacting thousands of lives and making a positive difference in our … In my role, I hope to strengthen community collaborations and improve customer service.". Read More

Mobile-friendly purchasing arrived in the 2000s given a massive boost by apps like iTunes, one of the first major digital services of its kind. As customers turned to social media, e-commerce businesses began to focus heavily on social media engagement, marked by Twitter's 2015 launch of “Buy Now” … Read More

So while putting 6,000 hashtags on your brand's latest Instagram post is one way of getting your social media noticed, it's narrative that will help your business stand out from the rest and help you truly connect with potential clients and customers on platforms that are as personal as the …