How messaging apps can benefit your business

February 2, 2017

Serving up customer support through customer messaging software can deepen your brand’s relationship with customers. On the customer side, messaging apps provide an immediate way to connect with your business and get a response. Here are three ways your business can benefit from connecting with customers over consumer messaging apps

Channel changes score high with Ditzo’s online insurance customers

January 26, 2017

Ditzo’s decision to eliminate both email and voice as contact channels in early 2016 was a surprising one. It might even be called revolutionary

Zendesk partners with BarkBox to launch the first ever “dog bot” for the holiday season

December 14, 2016

Pup-people with questions about BarkBox can now choose to privately and playfully interact with a dog (in lieu of a human) via direct messages on Twitter

5 tips to make sure your customer service is Millennial-ready

August 1, 2016

We’ve all seen an angry customer Tweet. That molotov cocktail of 140 characters, thrown at a brand by a disappointed customer. It lands on the brand’s Twitter feed, as just one

5 customer engagement technologies for IT leaders to consider through 2020

July 11, 2016

For IT leaders, there’s opportunity to play an exciting and large role in helping move company-wide customer service initiatives forward, and to help elevate customer service from

Community Tip: Facebook Messenger integration for Help Center

February 2, 2016

Martijn Snels of pluscloud explains how his team embeds a Facebook Messenger button in the Help Center. With the introduction of Facebook Messenger Page Plugins, this is now possible.

4 ways to improve your social customer service

November 5, 2015

I doubt that Mark Zuckerberg thought much about disrupting customer service as he developed Facebook in his dorm room. But he did. Facebook, and later Twitter, revolutionized how customers and businesses interact every day. Customers are taking to these instant and

The 5 most amazing BuzzFeed support tickets of all time

May 4, 2015

BuzzFeed’s community is loud and proud, averaging 6,000+ comments a day on its website and Facebook page. Additionally, an average of 113 additional messages are sent in to BuzzFeed daily through the editorial feedback form on its content page. It’s flat out amazing to BuzzFeed that readers spend effort to write personal messages—and BuzzFeed is adamant about returning the gesture

Talking social support: Q&A with Sprout Social

March 26, 2015

Deciding whether to offer customer service on social media, and how best to go about it, is not a discussion limited to support organizations. Great social care is the product of

Social customer service: can it really be done?

September 27, 2013

How can businesses manage the pressure of supporting various online channels that didn’t even exist a few years ago?

Every Year, 1 Billion Tweets Diss Products. How Are You Managing Your Social Support?

July 19, 2011

If you’’re part of a company that still believes social media is just a phase that will blow over, DON’’T watch the YouTube video “Social Media Revolution 2” without first shooting yourself with a tranquilizer dart. You might have a deadly panic attack otherwise. It reels off a set of stunning statistics designed to […]

Bad News Travels Fast: Why Social Media Needs to Be a Part of Your Support Strategy

May 16, 2011

A new study by loyalty-marketing company COLLOQUY proves the truism that consumers are more likely to complain far and wide about a bad experience than they are to share the news about a good one. In fact, 26% of the people surveyed said that they were far more likely to spread the negative word. Of […]

Key Metrics to Measure for Social Media

March 8, 2011

Customers are using social media to talk about your brand, whether or not your company chooses to participate in the discussion. You know this. It’s why your have a company Facebook page and Twitter feed, where the chatter about your brand can be gratifying or cringe inducing. But how to make these conversations useful and […]

Top 10 Customer Service Trends for 2011

January 3, 2011

2010 certainly was a watershed year for custo- wait. 2010? That’s so last year!  Next! What we want to know is what’s going to happen in 2011. And since the new year is already three days old, there’s no time to waste! Here are some of the top customer service trends for 2011, according to some […]

How Customers Helped ModCloth Grow Into a $16 Million Company

November 29, 2010

Fashion is, by definition, a notoriously fickle business. As Heidi Klum has taught us all: “One day you’re in, the next day you’re out.” Auf Wiedersehen. So what’s a company to do to keep the fashionistas coming back time and time again? Online fashion hub ModCloth stays hip, happening, and fresh by putting a heck […]