A base principle of the most successful customer care operations is to meet the customers where they are interacting with brands. No longer limited to handling incoming calls and emails, Telerx contact center agents are now equipped to address customer inquiries on social media. Unlike traditional phone and email contact, in social media, the channels,…
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?