Lucy Holloway
Neldi Rautenbach
Neldi shares insight and best practice tips on multi-channel customer service from Synthetix. Synthetix is a leading provider of online customer service solutions - working with some of the world's best-known brands. Synthetix create bespoke customer service and knowledge base software that enable customers to self-serve timely, accurate and consistent answers to their questions via the web, mobile, e-mail forms, social networks and in the contact centre.
The value of online customer service
Once upon a time, before the era of the internet, customer service was limited to either making a call, writing a letter, or a...
Overcoming challenges in the public sector to improve customer service
Public sector organisations are under increasing pressure to improve the quality and delivery of their customer service as customer expectations grow, despite facing financial...
Improving multi-channel customer service to reduce brand switching
We are all now familiar with the terms ‘channel shift’ and ‘mobile mind shift’, with today’s customer expecting to be able to find answers...
Avoiding customer service chaos during travel disruption
Six-day French air traffic strike causing chaos, frustrations over passport backlog, BA facing new threat of strikes – ahhh yes – it must be...
Managing customer service during World Cup fever
With World Cup fever gripping the nation and the key England game looming later this evening, many businesses are facing the headache of absent...
Customer service response statistics: Room to improve?
Consumers no longer think in terms of ‘channels’ when it comes to purchasing or researching a product or service, they simply expect to receive...
Debunking the web self-service myths: Part 4
Despite the omni-channel world we now live in, there are still those who consider web self-service to be a second-rate customer support channel. In...
Debunking the web self-service myths – Part 1
Surprisingly, despite the omni-channel world we now live in, there are still those who consider web self-service to be a second-rate customer support channel....
Hidden costs of customer service software
In today’s omni-channel world, consumers now expect to be able to seamlessly move from one customer touch-point to another, receiving the same level of...
Customer service satisfaction levels continue to fall
Raising levels of customer experience and satisfaction are high on the agenda for most organisations, however results from the latest six-monthly UK Customer Satisfaction...
Key trends & solutions for customer service in 2014
As we head into 2014, the majority of organisations will be re-focusing their efforts to improve their customer experience delivery, in an attempt to...
Surviving the storm: Utility providers customer service
After more than a fortnight of severe weather and storms, resulting in over 1,700 properties being flooded in England and 750,000 effected by power...
Will your customer service shine on Black Friday? Key statistics
As Black Friday hits the UK today, with retailers slashing their prices in an effort to replicate the biggest day in America's shopping calendar,...
Multi-channel customer service in the travel sector: Are we nearly there yet?
As a travel company, the ability to provide customers with up-to-date information anytime, anyplace, anywhere, can have a major impact on the overall customer...
Stop your #Hashtag being used as a customer service #Bashtag
The number of brands actively using social media as a customer service channel is still relatively niche, today however, consumers expectations for their issues...
All I want for Christmas is
With just seven weeks to go until Christmas, the majority of us will now be starting our Christmas shopping either in-store or online, and...
6 key factors for improving customer service on mobile devices
Today's multi-channel consumer has a very different mindset regarding expectations for customer service compared to a few short years ago – mainly due to...
25 Key multi-channel customer service statistics
National Customer Service Week gives us an opportunity to raise awareness of customer service and the vital role it plays in the success of...
Poor quality of customer service proving costly for banks
The launch last month of the UK Current Account Switch Service, has once again brought to the surface the increasing pressure on banks and...
Implications of sub-standard customer service technology
Consumers are increasingly using a number of channels to communicate with a brand and recent statistics from technology researcher, IDC, forecasts that tablet sales...