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Latest 06 Apr 2018 | Best Practices

How to Prepare For Support Spikes in the Age of Uncertainty

Corporate silence or blanket PR statements fail to satisfy expectations for digital customers. As we venture further into the age of uncertainty, here’s how you can protect yours.
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04 Apr 2018 | Customer Stories

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

Social Messaging support is a new frontier. Most people now use social media and messaging apps in their private lives. Here are 5 steps to building the digital support team of the future.
28 Mar 2018 | Product Annoucement

Conversocial Transforms WeChat Messaging into a Digital Customer Care Channel

Social messaging platform for digital customer service helps brands expand their customer care footprint with over 1 billion customers on WeChat.
21 Mar 2018 | Social Messaging

How to Promote Messaging as a Support Channel

To realize the benefits of digital support, customer care teams must advertise their digital channels.
14 Mar 2018 | Digital Care

The State of Digital Customer Care in 2018

The customer service landscape has radically altered over the past year. This report addresses the key consumer behaviours and trends impacting the state of digital customer service in 2018 and ...
06 Mar 2018 | Digital Care

Digital Customer Support Trends for 2018

Digital support, one could say, is finally coming of age, but challenges still abound. Here’s what’s just around the corner in 2018.
28 Feb 2018 | Thought Leadership

Is Your Contact Page a Profit or Cost Center?

This is bad business. If your team has invested in social care, you’re directing customers away from their favorite (and your most effective) channel.
21 Feb 2018 | Training

When saying 'sorry' is not enough

Here are my top three practical best practices, from working with 100s of social care brands, for avoiding the word 'sorry'.
13 Feb 2018 | Telco

How Openreach Launched their Social Care Operation in Partnership with Conversocial

How Openreach, in partnership with Conversocial, took a measured approach to social customer care, allowing them to scale at a pace which fit their operation.
07 Feb 2018 | Infographic

Infographic: Which Airlines Are Leading and Lagging in Digital Customer Service?

For the airline industry digital care is critical to the full-service experience. This infographic showcases the key findings from our Airline Benchmark Report.

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