The Social Customer Service Blog

Featured

Setting Smart KPIs for Digital Customer Service

“What is measured improves.” These words from famous business consultant Peter Drucker would seem to refer directly to ...

Social Customer Care

by Stephan Delbos

February 6, 2017

10 Tips for Connecting with Customers Emotionally

Customer experience is the name of the game in 2017, with more brands competing on the basis of CX as a key ...

Social Customer Care

by Stephan Delbos

January 25, 2017

Why Digital Customer Service Integration Is a Necessity

As Benjamin Franklin, said “time is money.” Nowhere is that truer than in 21st century business. Time is of the essence ...

Social Customer Care

by Stephan Delbos

January 23, 2017

Digital Interactions will Overtake Voice in 2 Years' Time

Brand Embassy Co-founder and CEO, Vit Horky, describes how digital interactions in the contact center will overtake ...

Featured

by Brendan Donnellan

November 21, 2016

Top 5 Traits of Human-centric Digital Customer Service

2016 has been a year of big surprises on both sides of the Atlantic, but the fact that customers have begun to ...

Social Customer Care

by Stephan Delbos

November 16, 2016

Why Live Chat Is Indispensable for Digital Customer Service

Remember that commercial for the telephone company telling you “reach out and touch someone?” If you’ve ever waited for ...

Social Customer Care

by Stephan Delbos

November 1, 2016

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How Brand Embassy Builds a Team that Cares

Since I joined Brand Embassy in early 2015 the team has nearly tripled in size (and we're still hiring like crazy!). ...

Company News

by Carly Burdova

October 17, 2016

Top 5 Customer Pain Points when Integrating a Digital Customer ...

Integrating a digital customer service solution sometimes feels like a game of Operation, where every move you make ...

Social Customer Care

by Stephan Delbos

September 27, 2016

How to Integrate Social Media in the Contact Center

It’s impossible to deny the critical role social media plays in business strategy. Although social media is now widely ...

Social Customer Care

by Erica Marois

August 29, 2016

Why Twitter Is an Ideal Social Customer Service Channel

A company without Twitter for social customer service is like a bird without wings. Or maybe a bird with wings but no ...

Social Customer Care

by Stephan Delbos

August 16, 2016

What Starbucks and Stephen Colbert Just Taught Us about Customer ...

If you’re a fan of Stephen Colbert (and who isn’t?) you probably saw the piece he did recently on the new Starbucks app ...

Customer Experience

by Stephan Delbos

June 1, 2016

6 Core Emotions in Customer Experience and Why they Matter

Sometimes “Customer Experience” feels like a book everyone talks about but few people actually read. Luckily, the ...

Customer Experience

by Stephan Delbos

April 5, 2016

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