The Rise Of Instant Social Customer Service Apps
Technology is like a Ferrari: everybody wants to have one but few would be able to drive it safely. As online conversational platforms are being developed faster and faster, what we still call Social Customer Service might have already become obsolete (!). In fact Social networks are just part of the online customer service basket that each…
Customer Relationships: The Key to Small Business Success
One of the key ways a small business can both differentiate themselves and also gain a competitive advantage over bigger businesses is relatively simple—providing great customer service. And that doesn’t have to be complicated. The reality is that what customers want is pretty simple: They want to be heard, they want their issues understood, and…
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…
Curatti Best Articles of 2015 – Part 1
As 2015 draws to an end, all of us at Curatti would like to offer a big thank you to all of our readers and advocates. More than anyone, however, we’d like to thank our great writers, who make this site what it is. Happy New Year to all! Here is Part One of a…
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…
The Future of Marketing is Customer-Centric
As someone who works in the trenches with brands across the business landscape, I can confidently say that nearly every time I speak with clients, partners, colleagues, and industry peers, a debate about “the future of marketing” occurs. However, even if you’re not knee deep in marketing, a quick Google search would reveal to you…
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…
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,…
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…
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…
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