Are you using Social Customer Service wisely?
When it comes to using Social Customer Service, some people tend to focus on the first word. After all, everybody talks about ‘social’ everyday. However, that’s a wrong approach to this topic, since customer service is the main goal, while social is just the tool to deliver it. If brands underestimate this aspect, they’re bound…
Boost relationships with Social Customer Service
An increasing number of conversations between customers and brands take place on social networks, thus publicly. At the same time many other consumers enjoy the show by listening and judging how your brand interact with customers. Like it or not, they will take their next purchase decisions upon your brand’s online behavior: speedy and effective responses…
Is Social Customer Service just for big brands?
A few days ago I was in Rome to promote my book. So far I’ve been touring four cities and I’m very glad that the audience has always been very participatory. One of the most frequent question I’ve been asked is the title above ↑. That did not surprise me since many people wonder whether Social…
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…
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…
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…
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…
« Previous Page — Next Page »
