A few years ago, Domino's Pizza started talking about how much Domino's Pizza sucked. That sort of ad campaign – the we know we suck but now it's going to be better campai...
Businesses have a long way to go when it comes to online customer service, particularly on social media channels, which is where more and more people are seeking to interact with t...
Twitter is rolling out a major feature that should help businesses better take care of customer service and engage with customers privately. It could also encourage customers to en...
We've been writing a lot about social media-based customer service lately. There have been numerous studies on the subject coming out in recent months, and both Facebook and Twitte...
Businesses have new ways to improve their customer service efforts on Facebook, and should now be able to start doing a better job of responding to questions and concerns and just...
Over the past decade, social media has presented businesses with a tremendous amount of opportunities to reach and engage with customers and potential customers in ways that were n...
Salesforce announced Service for Apps and the general availability of Salesforce SOS, which the company says will improve the in-app customer experience.
"Service for Apps enabl...
For weeks (at least), some Facebook admins have been getting a feature on their Pages that show how well they're doing when it comes to responding to messages from fans. Facebook a...
Businesses are falling behind on consumer expectations when it comes to social media. This isn't anything new, but there is a new study out about it.
The Northridge Group is sh...
Facebook has a new customer service feature for businesses pages, which would enable them to serve a canned response to users who send them messages. Early comments about the featu...
At this point, it's a little too late for Comcast to keep the public in the dark about its customer service woes. Too many people have experienced the nightmare and too many storie...
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