Social Media: Getting the Voice and Tone Right

Social media sites are now an integral part of society. As a matter of fact, Pew Research reports that 69 percent of Americans have at least one social media profile—up from 48 percent just five years ago. Usage has so exploded that it’s moved the dial on customer care from  a “nice to have” to … Continued


Social Customer Service in the Contact Center: 7 Best Practices

A formal customer service social media group could be a boon to your contact center. It could be tasked with developing an efficient strategy to manage channels like Facebook and Twitter—to benefit customers and the business. Assign members to the group who are socially savvy. For the uninitiated, social media can be intimidating, so give … Continued


Is Social Customer Care As Successful As We Think?

Every business puts “customer care” at the top of its priority list, particularly in today’s highly competitive environment where consumers have so many choices and loyalty is at a premium. Social media service has been touted as the next big thing, and headlines heralded that it would soon make the old fashioned call center a … Continued


Millennials and WebRTC in the Contact Center

Contact centers are making significant investments in human capital and real-time communications technology to interact with millennials and other customers more effectively via virtual queues, SMS and video. In fact, WebRTC (Web Real-Time Communications) is an open source project supported by Google that is furthering the use of unified communications (UC) in businesses. With WebRTC, … Continued


How to Leverage Social Media in the Fundraising Space

When it comes to social media, charitable organizations should take a page from the marketing playbook of for-profit businesses. The strategy to adopt: Grow your digital media presence to actively raise brand awareness, identify new donors, and engage with supporters. While for-profit businesses now widely recognize the value of promoting their brand through an active … Continued


The Three Legged Stool: Marketing, Sales and Customer Care

Running a successful business is no easy task. As much as we wish there was, there is no magic formula for success. There is, however, a well-proven strategy that today’s most successful companies use to achieve optimal results. Dubbed the “three legged stool,” this strategy involves marketing, sales and customer care working together toward a … Continued


Improve Employee Engagement With Social Media Integration

Today’s digitally savvy customers are dialing back on 1-800 numbers and increasing their use of social media when contacting brands. More and more customers are opting to communicate with brands via social media platforms, such as Facebook and Twitter, as opposed to traditional channels. In fact, research from McKinsey shows that 30 percent of social … Continued


Facebook Messenger Emerges As Customer Care Platform

Social media platforms, such as Facebook, LinkedIn, and Twitter, have revolutionized the customer care industry as they not only help businesses better serve their customers, but they also enable companies build long-lasting relationships with their consumers. If you visit our blog frequently you know that we regularly discuss the surge of social care initiatives that … Continued


Twitter Soars to New Customer Care Heights

From social media to mobile apps, today’s consumers use a multitude of platforms and devices to communicate with brands and shop for products. In fact, most customers across a myriad of industries use multiple channels to communicate with brands. According to research from PwC, 86 percent of global respondents and 65 percent of US-based respondents … Continued


Why CEOs Ought to Be More Visible to Their Audience

Today’s customers don’t want to jump from one business to another searching for the right fit. Rather, they want to build long-lasting, trusting relationships with the companies they do business with. Because of this, it’s become increasingly important for brands’ CEOs and C-level officials to be more visible and involved with their audience. It’s easy … Continued