Posts in Online customer service

The future of customer experience: Trends and challenges in 2018

'Customer experience' (CX), as a discipline, is starting to mature. What was once a fashionable buzzword which drove organisational change has now become a routine category of management reports.

2 comments

The best digital marketing stats we’ve seen this week

This week’s stats round-up is a real sizzler.

It includes news about customer loyalty, mobile search, Facebook reactions, and ever so much more. Check out the Internet Statistics Compendium while you’re at it, too.

0 comments

Beyond 'contact us': Six website features hotels can use to increase engagement & bookings

Every hotel website has a 'contact us' page, a page where people can find the most basic details.

Such a passive posture, however, is a missed opportunity for hotel teams to facilitate interaction and funnel a user’s focus while they’re actively engaged.

0 comments

How to deal with bad reviews (and why it pays to do so)

No-one likes getting bad reviews. Just ask those companies reportedly paying for customers to leave five-star feedback.

Could this kind of behaviour be due to the fact reviews are the power behind digital retail success? 

3 comments

Six mistakes social customer service teams should avoid

Social media has revolutionised the way brands deal with customer service.

Now, many people don’t think twice about messaging a brand on Facebook and Twitter – often doing so long before they pick up the phone or speak to an employee in person.

2 comments
jd wetherspoon statement

Why did JD Wetherspoon delete its social media accounts, and was it the right marketing decision?

News broke on Monday that UK pub chain JD Wetherspoon will be shutting down their social media accounts due to their view on the current ‘climate’ of social media and the addictive nature of the platforms. 

The company, that owns nearly 900 pubs across the UK, has made the decision to deactivate all of the Facebook, Twitter and Instagram accounts of each of their establishments, as well as their head office, to dispel and discourage trolling of MPs and ethnic minorities online.

5 comments

Shelter Scotland’s chatbot had >4,000 interactions in its first four months, freeing up time for helpline staff

Chatbots present a number of exciting opportunities for charities

Not only can AI streamline customer service – taking away the need for human interaction – but bots can also help to boost engagement, increase empathy in consumers, and even drive fundraising.

1 comment

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. 

2 comments

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.

1 comment
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.

2 comments
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.

1 comment

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.

1 comment