ConversocialinSocial MessagingIcelandair’s Social Customer Care Continues to SoarCustomer care has always been paramount to the perceived quality of service within the airline industry. But for airlines, being there for…Nov 16, 2018Nov 16, 2018
ConversocialinSocial MessagingWe Live in an Effortless World… AlmostThe following is an excerpt of a chapter from my new book, Message Me, coming out soon.Nov 15, 2018Nov 15, 2018
ConversocialinSocial MessagingLean In To the Power of Social MessagingThe following is an excerpt of a chapter from my new book, Message Me, coming out soon.Nov 14, 2018Nov 14, 2018
ConversocialinSocial MessagingHow SSEN is Powering up Social Messaging for ServiceBad weather is a regular occurrence here in the UK, and with this bad weather often come downed power lines and interruption to services…Nov 13, 2018Nov 13, 2018
ConversocialinSocial MessagingWhen saying ‘Sorry’ is Not EnoughIt is often said that ‘sorry’ is the hardest word to say. However, looking at some social media channels, it seems to be the easiest thing…Nov 12, 2018Nov 12, 2018
ConversocialinSocial MessagingIs Your Contact Page a Profit or Cost Center?Not long ago, many brands began burying their contact information behind interactive FAQs.Nov 10, 2018Nov 10, 2018
ConversocialinSocial MessagingHow to Promote Messaging as a Support ChannelModern consumers are flush with choices. They comparison shop, use aggregator sites like Amazon and TripAdvisor, and 54 percent of…Nov 9, 2018Nov 9, 2018
ConversocialinSocial MessagingHow to Prepare For Support Spikes in the Age of UncertaintyWe are living in an age of uncertainty. There’s more volatility in our politics, economics, and increasingly, our climate.Nov 8, 2018Nov 8, 2018
ConversocialinSocial Messaging5 Steps to Building the Social Messaging Support Team of the FutureAfter helping hundreds of organizations develop tens of thousands of digital support agents, we can say with confidence that the best…Nov 7, 2018Nov 7, 2018
ConversocialinSocial MessagingWhy CMOs Must Become Chief Advocates of Social Messaging Customer Support52 percent of consumers say they are likely to complain publicly if customer service did a poor job resolving their problems. 88 percent of…Nov 6, 2018Nov 6, 2018