January 29, 2016
The Risks of Outsourcing Social Customer Service
When brands decide to integrate social networks within their customer service, they have to consider some operational implications. Definitely one of the Hamletic questions is: “shall we handle social conversations internally, or would it be better outsource them?” Of course there is no black or white. However, if you opt in for outsourcing, be aware that…
December 27, 2015
Social Media Has Become a Customer Service Tool
At this the time of the year we usually read lots of predictions about digital, social and customer service trends for the forthcoming year. To tell you the truth I prefer to read others’ opinions throughout the year in order to build my own view day by day. That’s why today I’m going to share…
November 22, 2015
Turn your website into a Social Customer Service hub
When we have issues we tend to look for solutions outside of our company, but often that’s not a good move. In fact, most of the times either problems and solutions lie within the company. However we just don’t realize it since we are distracted by sense of urgency. When it comes to customer service, the…
October 22, 2015
How To Use Social To Deliver The Best Customer Service
Q1. Why should we add social to our customer service channels? Q2. What are the costs/benefits of such choice? Q3. Shall we re-arrange our customer service structure? These are 3 of the most frequently asked questions by customer service directors. I understand their feelings, since integrating new channels such as social networks is not simple,…
September 24, 2015
Why Social Customer Service is a sliding door
Mixed feelings. These are the first words in many people’s mind when it comes to Social Customer Service; a bittersweet cocktail you’ve long awaited for which basically left you a bit disappointed. So, before you ask me the famous 3-letter question [WHY?] here’s my answer: customers know better social media than most companies do. They want to get…
August 18, 2015
The shift towards Social Customer Self-Service
“Good morning sir/madam, how can I help you?” This simple phrase may sound a bit old-fashioned in the future, much like sending postcards is in 2015. Still some people do that but, nowadays, very few. Similarly, an increasing portion of customer care is shifting from phone/email towards self-service channels which means that customers do not necessarily need to interact…
July 21, 2015
Are You Ready to Handle Social Customer Service Rants?
We’re currently having a very hot summer in Italy. Many people are complaining about it but, even if temperature became cooler, I’m sure that some of them would simply switch to another topic. Like it or not, some people just like complaining. However, when it comes to social customer service, you have to deal effectively also with…
June 25, 2015
How to Ignite Trust with Social Customer Service
This week I’ve written a lot. I mean, as a blogger, I write everyday. But in the last few days, I did some extra as a contributor, and that makes me always happy. In fact whenever we’re asked to take part in someone else’s project – provided we find it interesting – we feel very…
May 28, 2015
Bridge the Relationship Gap with Social Customer Service
Communication is not easy by nature and you may think that social networks make things complicated. As for customer service, it is difficult to be effective when we try to convey our message, since communication is not math and that’s for sure. Nevertheless it’s not a mission impossible and the good news is that, if…
April 28, 2015
7 Steps to Avoid Social Customer Service Pitfalls
Business is like health; as long as we have it we tend to take it for granted. Only when something seems off, do we suddenly re-evaluate our vital routines. The fear of missing what we really care about is an alarm bell that should awaken our minds. As for business, negative events that may occur are…
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