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Your Online Customer Service Needs To Get Better ASAP!

Your Online Customer Service Needs To Get Better ASAP!

By Chris Crum April 6, 2015

Thanks to technology it’s now easier than ever for consumers to connect with businesses and vice versa. Still, businesses aren’t doing the best job of taking advantage of this to provide their customers with the best service possible. What do …

Comcast Calls Customer ‘Asshole Brown’ on Bill, Continues to Win Hearts and Minds Comcast Calls Customer ‘Asshole Brown’ on Bill, Continues to Win Hearts and Minds

Let’s say you’re Comcast. Let’s say, just for argument’s sake, that you’re the most-hated company in America. Let’s say that you’ve been the most-hated company in America for years now. Let’s say that the past year has been one long …

Look At How The Nature Of Twitter Brand Mentions Is Changing Look At How The Nature Of Twitter Brand Mentions Is Changing

Consumers are increasingly engaging with brands from their mobile devices as opposed to their desktop computers. Specifically, they’re increasingly doing so with the Twitter iOS and Android apps. While the web browser continues beat Android in this area, Android is …

Comcast: Customer Service Will ‘Soon Be One of Our Best Products’ Comcast: Customer Service Will ‘Soon Be One of Our Best Products’

According to Comcast Cable CEO Neil Smit, dealing with customer service representatives will soon be one of the best parts about being a Comcast customer. “We do need to transform our customer experience, and I think we have a lot …

IBM And Twitter Announce Big Enterprise Data Partnership IBM And Twitter Announce Big Enterprise Data Partnership

Twitter and IBM announced a new partnership to give enterprises Twitter data through IBM tools and services. Essentially, it’s a combination of Twitter’s “public pulse” of real-time data and IBM’s cloud-based analytics, customer engagement platforms, and consulting services. IBM will …

Salesforce Desk.com Adds Video Customer Support Salesforce Desk.com Adds Video Customer Support

Salesforce announced the launch of a new video support center for Desk.com, which it claims “empowers companies to transform their customer service offerings through video.” A spokesperson for the company tells WebProNews, “Now, companies can add video content from any …

Comcast Is On A Roll With This Customer Service Thing Comcast Is On A Roll With This Customer Service Thing

Earlier this year, Comcast took control of FEARnet, a popular channel and website among horror enthusiasts, and this week, shut both down, and let go of the people that operated them. Even the farewell note they posted on the site …

Comcast: Nightmare Rep ‘Did What We Paid Him to Do’ Comcast: Nightmare Rep ‘Did What We Paid Him to Do’

In an ideal world, canceling cable would go something like this… Hello, my name is Bob Willis and I’d like to cancel my cable services. / Ok, Bob. Have a nice day. / You too, completely helpful and non-confrontational customer …

Comcast Call: Customer Records Abuse from Rep

Ryan Block and his wife Veronica Belmont were moving. They called up Comcast Cable to tell them so and ask to have their service disconnected. The rep asked Veronica if she would like to simply have service moved to the …

Canceling Cable Is a Hellish Ordeal, Exhibit A Canceling Cable Is a Hellish Ordeal, Exhibit A

You want to know how a company earns (and I mean really earns) the title of most hated company in America? Well, this is a start. Canceling one’s cable services is a nightmare, and most everyone who’s ever tried is …

Is Your Facebook Response Rate Up To Snuff? Is Your Facebook Response Rate Up To Snuff?

As social media engagement on Facebook rises, response rates from brands are slipping. Brands are struggling to get their messages in front of users thanks to a decline in organic reach of Page posts, but are they responding to their …

Salesforce Launches New Desk.com, Mobile App Salesforce Launches New Desk.com, Mobile App

Salesforce announced a new version of Desk.com on Tuesday complete with a mobile app, reporting engine, and “intelligent” agent console. The console can be personalized on a per agent basis to make each more productive, but still honor the rules, …

Amazon Gives Some Great Ideas on How to Abuse Mayday Amazon Gives Some Great Ideas on How to Abuse Mayday

Last year, Amazon launched their Mayday button – a 24/7/365 customer support hotline that allows Fire tablet users to contact a ‘tech advisor’ and speak to them, live. You know, like a real person. It’s a pretty novel idea, and …

Businesses Not Delivering On Customers’ Social Media Expectations Businesses Not Delivering On Customers’ Social Media Expectations

A recent study from Amdocs found social media to be an emerging channel of preference for consumers seeking customer-care assistance. Customers want to be helped through Twitter and Facebook, but they expect quick, personalized responses. Frankly, businesses aren’t delivering. The …

Microsoft Buys Parature For Dynamics CRM Microsoft Buys Parature For Dynamics CRM

Microsoft announced that it has reached an agreement to acquire cloud-based customer service software provider Parature. The company will add the software to its Microsoft Dynamics CRM suite. “Customers are more connected and better informed than ever before. Organizations are …

Guy Buys Promoted Tweets to Shame British Airways into Finding His Lost Luggage Guy Buys Promoted Tweets to Shame British Airways into Finding His Lost Luggage
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Lost luggage is a huge pain in the ass – we all know the feeling. But it happens. What one British Airways patron couldn’t deal with was the customer service he received after his luggage was lost (or lack thereof). …

Twitter, Facebook Becoming Popular Tools for Customer Service Twitter, Facebook Becoming Popular Tools for Customer Service

A new study from Sword Ciboodle, a customer service provider, and thinkJar, a customer service consulting firm, shows that most businesses are incorporating social media sites like Twitter and Facebook as an avenue for customer service. 75% of the nearly …