Posts in Online customer service

Great social media customer service is proactive, not reactive

Customer service has traditionally focused on issue resolution and has been reactive to customer queries.

A customer calls, emails, or posts to social media, and the brand responds. 

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The best digital marketing stats we've seen this week

Settle down for this week’s round up of stats, which includes news about online ads, mobile commerce, customer service, and more. 

The Internet Statistics Compendium is also worth a look, as it’s full of the very latest news and digital marketing data.

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whatsapp logo

What marketers need to know about WhatsApp Business

When Facebook bought the popular messaging service WhatsApp for approximately $20bn in 2014, some observers questioned how Facebook would ever make its money back, let alone profit.

And for good reason: at the time of the acquisition, WhatsApp had a meager $10m in revenue.

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Mobile’s sorted isn’t it?

Mobile’s sorted, isn’t it? So why aren’t things getting better for many hotel chains?

It goes without saying that if you're a hotelier in 2017 and your website is not mobile friendly, then consider your digital strategy dead.

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Should companies embrace SMS texting for customer service?

A small but growing number of companies are encouraging customers to pick up their phones the next time they need assistance. But to send an SMS text, not to make a phone call.

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Three risky customer experience (CX) initiatives

Forrester reports that customers are willing to spend nearly five times more for excellent customer experience (CX) than they would for poor CX*.

But improving customer service comes at a cost. Besides the time and effort required, sometimes marketers need to take risks to make their company more customer-centric. Here are three examples of companies who have taken a leap in the name of CX innovation.

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Seven retailers that use live chat to improve customer service

Alongside traditional methods of customer service, many ecommerce brands are now turning to social media to solve user queries and concerns.

While this is an effective way of tapping into customer pain points, brands shouldn't overlook the opportunities afforded by live chat. 

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expedia

An introduction to AI and customer service

With businesses losing $1.6trn annually due to poor customer service (according to Accenture research), it's a pressing issue for many brands.

Can artificial intelligence militate against some of this loss? There are a number of different technologies in the market. Here's an overview...

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Cart abandonment emails: Creating content that maximises conversions

Though cart abandonment emails continue to be a hot topic, more focus needs to be placed on how marketers can build more impactful emails to prompt the right consumer actions. 

Simply activating an automated email with some lines of copy and a link back to a site is not an enough to lure consumers away from their busy lives and complete an action a retailer wants him/her to take.  

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Three factors driving the future of customer engagement

While many marketing functions are now being assisted by algorithms, one area seems to be immune to automation - customer engagement centres.

According to recent reports, contact centres currently employ millions of people globally and are set to grow by 10% annually until 2019 at least.

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Social media customer service: Six important talking points

Last week I hosted an Econsultancy roundtable discussion on social customer service.

There was initially some debate in the office over whether this topic would attract enough interest from our subscribers – wouldn’t it be better to focus specifically on something new and shiny like AI or chatbots?

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Will the Tesco Bank attack dent trust in startup banks?

In 1997, UK retail giant Tesco launched a bank. "Our vision is to be the bank for people who shop at Tesco," stated Benny Higgins, the bank's CEO.

While Tesco Bank's two-decades long history means it's an elder compared to upstarts like Monzo, which led a record-breaking £1m crowdfunding campaign earlier this year, Tesco Bank has only offered current accounts since 2014, putting it in the growing category of upstarts targeting high street banks.

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