Does a good call center customer service rep necessarily make a good social media customer service rep? Companies have the unfortunate habit of hiring all of their customer service reps …
Mobile instant messaging: a big win for Ooredoo
Ooredoo is the leading telecoms provider in the Middle Eastern, North African and Southeast Asian markets. This brand’s vision is to enrich the lives of the populations it serves, and …
See how Leroy Merlin handles 100% of inbound customer contacts through social networks
Leroy Merlin is a leader in the home improvement and lifestyle market. This company, which won the “Grand Prix Social Media Award” in 2012, has made going digital and customer …
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Customer relations on social networks: from novelty to legitimate communications channel
Social networks: made for customer service “You should try it, it’s great, Bouygues Telecom answered my question on Twitter!” So much enthusiasm just because a company responded through social media …
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[Infographic] Customer Relations: 200 Billion Dollars wasted…
The transition towards digital communication methods is happening faster than most people realize, and companies are not moving quickly enough to keep up with this change. This is the conclusion …
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Digitization and disruption in customer relations
There’s no denying that we are in the midst of a digital revolution that has handed the power to customers in terms of their relationships with brands. At the same …
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Where should you position your brand on social media?
As strange as it may seem, we created RingCentral Engage before Facebook or Twitter even appeared in Europe. Brands today have widely adopted these social platforms to promote their image and increase …
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Making the case for social customer care in telco
Social Media is Eating the Internet, Mobile is Eating Social Media In 2010, Social media became the number 1 online activity. The average American spends upwards of 3 hours per …
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