I recently read quite an insightful piece from Conversocial promoting the reasons why you need threaded conversations for social customer service. The points raised are all relevant; better continuity, improved efficiency and more relevant KPIs. But, what if the conversation moves across into email or web chat? Continue reading “3 Reasons You Need Threaded Conversations For Social Customer Service, Across All Digital Channels” »
Our friends at Midway Sky recently ran a blog on 12 Tips for Delivering Effective Social Customer Service. It’s a great piece and one that focuses on what organisations ‘need to do’ to get proactive across social channels.
However, we thought it would also be useful to take a look at these tips and understand ‘how’ to deliver those outcomes. What technical solution do we need to get in place to really deliver outstanding social customer service?
Here’s a rundown of those 12 Tips, with the added bonus of how to deliver the results: Continue reading “12 Solutions for Enabling Effective Social Customer Service” »