View Twitter chat schedule: #SMTLive

customer service

October 26, 2016
In a new 'Focus on Customer Service' podcast, Dan Gingiss and Dan Moriarty speak with Davy Kestens, the founder and CEO of Sparkcentral.
October 05, 2016
In a new 'Focus on Customer Service' podcast, Dan Gingiss and Dan Moriarty speak with Jennifer Plozai, Director of External Communications at the TSA.
September 23, 2016
Customers are looking for answers online, and you can help provide what they need via a knowledge driven support community.
Increasing Brand Loyalty through Customer Support | Social Media Today
September 08, 2016
In a world where customers are "always on" with the Internet, social media and handheld devices, you no longer have the luxury of a 24 hour response time to Customer Service calls.
August 11, 2016
What really separates USAA from its peers is the deep connection to its members. Service – and especially military service – is “entrenched in our daily lives,” says Director of Social Servicing Richelle Caroll, and more than once she referred to it as an “obligation”.
June 24, 2016
America's largest pet pharmacy loves pictures of Fluffy, but its customer service is serious business.
May 30, 2016
Emotion isn't a tactic in customer experience; it is an outcome. In this post, contributor Augie Ray explains the difference.
For A Better Customer Experience Evoke Emotion Rather Than Manufacture It | Social Media Today
April 26, 2016
Are you excited about Messenger Bots? If not, maybe this will help - Facebook recently gave a rundown on the possibilities of bots for Messenger and the extents to which they can be used.
How Facebook's Messenger Bots Work (and Why it Matters to You) | Social Media Today
April 14, 2016
It’s not only possible to provide B2B customer service in social media, it’s possible to do it creatively with a “wow” experience.
April 07, 2016
With the widespread adoption of knowledge bases, online communities and Q&A sites, consumers can easily find their own answers, any time, anywhere. Here's why brands need to recognize and work with this trend.
The Importance of Self-Service Customer Support in the Social Era | Social Media Today