Tag: digital customer service

Important etiquette tips for customer service on social, live chat and email

Social customer service isn’t just a nice-to-have anymore, it’s a must-have. As smartphones continue to change the way we live our lives, consumer expectations for social media customer service continue to evolve. Even just a couple of years…

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5 reasons social customer service belongs in the contact center

As how we use social media continues to evolve, so does the role that social media fills in consumer interactions with brands. When companies first started engaging in social media, the approach was much more passive. Even just…

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Infographic: Social customer service expectations in 2019

The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital…

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Why are companies still ignoring complaints on social media?

Recently, I had a frustrating customer service experience that is still, sadly, all-too-common. Last year, I bought a couple of pairs of pants from a brand that I had known to be very reliable and durable when I…

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Wasn’t 2018 supposed to be the year of the chatbot? What happened?

In our last post, we talked about the difficulty of balancing the excitement that the limitless potential of digital technology inspires against the practical realities of implementation on a large scale, which led us to ask: Wasn’t 2018…

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5 Reasons your business needs to care about digital accessibility

Today is the International Day of Persons with Disabilities, which was established by the UN in 1972 to promote “the rights and well-being of persons with disabilities in all spheres of society and development”. When the topic of…

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Retail of the future: blended digital/in-store purchasing experiences

For retailers who can adapt to meet changing customer expectations, retail is not a zero-sum game! The future of retail is a blended purchasing experience, where customers investigate products over a combination of digital channels and in-store investigation,…

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Top eCommerce Consumer Frustrations, and How Online Retailers Can Fix Them

Last week, we kicked off the countdown to Black Friday with a look at Black Friday eCommerce trends for the biggest shopping weekend of the year. Among the lessons to be learned from 2017 data and 2018 predictions,…

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Buzzword-Free Advice for Getting Started with Your Own Customer Service Bots

This month, we’ve been looking at chatbots for digital customer service. We started off with our summary of the excellent Dashbot panel on building enterprise customer service chatbots. Next, we looked at chatbot trends and facts to know…

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Customer Service Chatbot Success Stories to Learn From

Chatbots for customer service are still new and unfamiliar to many, and it can be difficult to identify use cases that customer service chatbots could be useful for. So we’ve put together a profile of four very different…

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