Category Archives: Twitter for Customer Services

Social Media Monitoring for Customer Service

We’ve teamed up with social intelligence and engagement platform, Sentiment, to produce an in-depth Whitepaper – Social Media Monitoring for Customer Service. The report is designed to offer useful guidance to any practitioners who are grappling with the challenges of social customer service and features insights from several leading customer service and social media professionals.

Champions of Social Business

23% of people who complain on social media do so purely out of vengeance, and 71% do so because of failure to get an adequate response from traditional customer service. So rather than celebrating your success in responding quickly via Twitter, consider what drove the customer to complain on such a public forum in the first place.

Olga ter Voert speaking on webcare

Have you ever wondered who complains the most online? Well, now we know: older men. At our Delivering Effective Webcare seminar in Amsterdam yesterday, Olga ter Voert from TNS NIPO provided a wealth of amazing insights. In her short presentation, titled Missed Opportunities in Webcare (the Dutch term for social customer service) Olga described how her company […]

Recent Clients

  • Telegraph Media Group Identity
  • Blue SQ
  • Orange Business Services Identity
  • Cambridge Consultants Identity
  • EC Harris Identity
  • WORK Identity