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This blog provides a platform for us to discuss how our industry works, to share insight, case studies and real-life examples on customer service management. Subscribe below to receive our latest blog posts.

Sep

28th

The 5 Social Media Customer Service Tips you Need to Know

In this ever-connected and vocal world, social media customer service is no longer a nice-to-have, it’s a necessity. Your competition have a social media presence, and why? Simply because that’s where their customers are; leaving reviews, opinions, praise, complaints etc. It’s standard to have a customer service presence on social media, but what sets your […]

Apr

4th

4 Simple Steps to Instantly Improve your Social Media Customer Service

These days, nearly every brand has a presence on social media…but is your customer support keeping up? We’ve compiled 4 simple steps to instantly improve your social media customer service…   Pick your Social Networks You don’t always need to be on every, single social network in order to provide top-notch customer service; you just need to […]

Aug

24th

How to Create Effective Tone of Voice Guidelines

Let’s start off with the basics… what is Tone of Voice? Tone of Voice is the distinct personality, style, or point of view of a piece of writing or any other creative work. The language/words used, brand purpose and selling points all inform your Tone of Voice. A set Tone of Voice creates a sense […]

Aug

4th

7 things Lord of the Rings can teach us about Social Media

Social media and Lord of the Rings- in no way linked, right? Wrong! The world of social media for business can sometimes be a daunting one, but, with the right knowledge and guidelines, it can be an invaluable marketing and customer service tool. We found that Lord of the Rings touched on all of our […]

Jul

29th

Pokemon Go Life Lessons

We’ve all heard of it by now- the global phenomenon that is Pokemon Go! With an estimated 75M downloads worldwide, it has taken the app markets by storm. But the question is, what life lessons can Pokemon Go teach us?   1.Set goals Whose dog has been walked more times in the last week than […]

Jul

13th

4 Key Tips for Social Media as a Customer Service Medium

  Create a Separation between Marketing and Help It’s always best to create separate accounts for marketing and customer service/“help”. Every business in the world will receive complaints or experience issues at some point. It’s the nature of the beast (as they say) and it’s extremely hard to prevent this from happening altogether! What you […]

May

13th

Blurred Lines: How social media is blurring the lines between retail marketing and customer service

More than half of UK consumers switched brands because of poor digital customer service, according to a recent study by Accenture’s Global Consumer Pulse. Retailers and e-tailers simply cannot afford to get their social media channels wrong. Brand loyalty is paramount to commercial success and growth. Having attracted consumers through a good product or service, […]