A look at recent customer service related enhancements to Twitter and Facebook, and a study legitimizing the use of Twitter for customer care.
Real-time data analytics is no longer an expectation — it’s a necessity for companies and departments managing customer care programs.
You’re 14 times more likely to sell to an existing happy customer than sell to a new customer. And what makes a customer happy? 38% of them say that personalized customer experience is the key. One of the best ways to begin to create that personalized customer experience is a conversational and easy to…
Today’s more advanced social customer care activities require coordination among key stakeholders — namely, marketing, consumer affairs and external brand agencies.
There is a lot you can do to improve rep motivation and engagement for better customer service – all it takes is a little creativity. Here’s one example of a recent program we launched here at Telerx to ensure motivation of agents to meet and exceed the goals of our client.
More than 5 billion text messages are sent in the Unites States each day. Are you using texting for consumer affairs?
The following post was adapted from Social Media Customer Care National Champion on johnmacdaniel.net. Congratulations to Duke University. After starting with 68 teams, you clearly are the NCAA 2015 Basketball Champion. However picking a National Champion for Social Customer Care isn’t nearly as objective. Over the last two blogs, Social Customer Care Sweet Sixteen and…