Posts tagged with Customer Services

Social media customer service needs to be underpinned by empathy

The last eighteen months have witnessed a huge shift in the way that customers seek help for their customer service queries, problems and complaints.

The continued mainstreaming of social media has been catalytic in transforming this once settled landscape from a closed one-to-one transaction to a more open and conciliatory experience characterised by empathy.  


Customer service across social media

Social media provides an ideal place for the irate consumer to let off steam. But with brands increasingly monitoring social media channels, it can feel impossible to have a moan without someone annoyingly interrupting and appearing to offer help.

When is it right to offer help and what are the best ways to do it?