Whitepaper: Social Media Monitoring for Customer Service
We’ve teamed up with social intelligence and engagement platform, Sentiment, to produce an in-depth Whitepaper – Social Media Monitoring for Customer Service. The report is designed to offer useful...
View ArticleRethinking the Connected Marketing Future – Part Five
In the final post in our series about Connected Marketing, we're revisiting a selection of predictions made back in 2005 on social media monitoring and social media measurement. We're asking you to...
View Article10 Steps to Social Customer Service Success
Only 36% of consumers that make a customer service enquiry via social media report having their issue solved quickly and effectively. This new infographic from Sentiment identifies 10 steps that brands...
View ArticleThe Big Brand Twitter Chat and Social Media Listening
Last week saw an amusing, engaging, surprising and sometimes shocking interaction between Tesco Mobile, Yorkshire Tea, Jaffa Cakes and other well-known UK brands. At its peak the conversation included...
View Article10 Lessons that social can learn from traditional customer service
The rise of social media has created an urgency for brands to become better at engaging with customers. And yet - brands have been talking to us on the telephone, via email and web-chat for decades....
View ArticleHow customer service techniques will improve your social media strategy
Defining a social media strategy can seem daunting, especially if you are completely new to the world of Twitter, Facebook, et al. However, it helps to think of these new ways of communicating with...
View ArticleSocial Media Monitoring for Contact Centres
Following our recent White Paper on integrating social media into the contact centre, we look at the social media monitoring requirements of call centres and the features needed to make quality social...
View Article5 steps to giving your social media a refresh in 2015
Many of us have been using social media to promote our brand for a number of years now, and chances are we've fallen into a comfortable routine - posting repetitive content on the same days, and...
View Article6 Examples of Social Media Crises: What can we learn?
It is not uncommon for a large company to have to deal with a social media crisis, but some handle them better than others. The post 6 Examples of Social Media Crises: What can we learn? appeared first...
View ArticleHow to Identify Psychopaths on Twitter
Social media users tend to reveal a lot more about themselves than they realise. A look at your Facebook profile can reveal a lot about your personality, and academic studies suggest that you can get...
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