Jeremy Taylor
Jeremy Taylor
Jeremy is Community Manager at Our Social Times, a leading social media consultancy, training and events company.
Should you re-train or hire your social customer service team?
Merging new and old methods to create a consistent service for customers is one of the primary challenges for contact centre employees and managers....
What can social media learn from traditional customer service?
If you’ve ever sat listening to Vivaldi’s Four Seasons for forty-five minutes while your bank or insurance company deals with ‘unusually high call volumes’,...
10 steps to brilliant social customer service [Infographic]
It's said that poor customer service costs UK businesses £12 billion a year. The rise of social customer service has offered brands a huge...
Social CRM Case Study: Sony Europe Creates a Community of Super-fans
It's often said that the very best companies on social media do very little. Instead, they let their online communities do it for them....
How eBay has Implemented Social Customer Service
In a recent webinar on Monitoring for Social Customer Service, Ronan Gillen (Head of Complaints, Community and Social Customer Service for eBay in Europe)...
Customer Service is Changing the Social Media Monitoring Industry
Most PR and Marketing departments are well versed in social media monitoring, but new research shows that Customer Service teams are rapidly catching up. Social...