Who Will Control the Customer Service Messaging Channel?
Text or talk? Voice conversations are still critical, but data shows that the former is becoming...
Tag: facebook
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5 Tips for Perfecting Social Media Support
Which social channels do you turn to for customer support? Twitter? Facebook? Maybe even a direct...
New & Old Facebook Tools for Customer Service Success
Facebook is constantly redefining the social media game, and the popular networking site’s recent foray into...
6 Steps to The Ultimate Social Contact Center
Social customer service is a great new opportunity to drive satisfaction, loyalty, and differentiation. Most organizations...
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Twitter and Facebook are a real-time scoreboard for your CSat
The kids these days are demanding We all know that poor customer experience will send your...
Live agent chat and its escalation-to-voice problem
As the multi-channel call center gets more and more common, implementations of click-to-chat get more common....
Implementing Live Chat? Escalation-to-voice is critical
A number of companies are experimenting with providing an option for real-time chat with an agent....
Challenges of multi-channel customer service
More and more channels Today’s customer expect that your company is reachable through multiple channels: phone,...