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The era of social messaging and intelligent automation, for customer service, has truly come to fruition. With this, brands are starting to realize that the channels in which they serve their customers have changed drastically. Despite rapid evolution in the contact center, and expectations on digital being 81% higher than this time last year, the basic principles of social customer service have remained the same; including being able to proactively solve a problem before it arises. Being one step ahead, at all times, will make your brand stand out when it comes to delivering a full-out customer experience that rises above and beyond consumer expectations.

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Does Proactive Customer Service Give You A Competitive Advantage?

By Seleah Gardiner
Apr 17, 2018 5:02:58 AM
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We are living in an age of uncertainty. There’s more volatility in our politics, economics, and increasingly, our climate. 

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How to Prepare For Support Spikes in the Age of Uncertainty

By Seleah Gardiner
Apr 6, 2018 12:07:20 PM
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After helping hundreds of organizations develop tens of thousands of digital support agents, we can say with confidence that the best social, mobile support teams aren’t born – they’re made.

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5 Steps to Building the Social Messaging Support Team of the Future

By Harry Rollason
Apr 4, 2018 4:19:40 PM
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Modern consumers are flush with choices. They comparison shop, use aggregator sites like Amazon and TripAdvisor, and 54 percent of consumers prefer to shop with companies that offer messaging support via SMS, Facebook, Twitter, and WhatsApp. It’s mobile, it’s familiar, and it’s the future.

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How to Promote Messaging as a Support Channel

By Harry Rollason
Mar 21, 2018 6:45:00 AM
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