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.
Turning the tables on companies that provide a poor service
When was the last time you took revenge for poor customer service? When a disgruntled BA customer recently paid for a promoted tweet to complain...
Meeting expectations for online customer service this Christmas
Bit early to be talking about Christmas? Well ready or not – plans for Christmas in the retail sector are already well and truly...
Financial impact of premium rate customer service calls ban
We've all experienced the frustration of being kept on hold whilst contacting a company for after-sales service, often being sent through a series of...
Improving customer satisfaction and service in the utility sector
Customer experience is increasingly being identified as the main competitive differentiator for businesses but recent research shows that energy providers are consistently achieving low...
Why customers choose live chat for customer service
Consumers expect buying and service online to be quick and efficient, and increasingly organisations are recognising the importance of using web self service to...
The majority of British consumers don’t complain about poor customer service…
British consumers could be regularly experiencing a poor level of customer service, according to new research by uSwitch - with figures showing: • 83% regularly…
What are the customer service challenges for the future?
Recent news marking the 20th anniversary of the World Wide Web brought with it a touch of nostalgia and admiration for its creator's vision....
Exceeding customer expectations during a travel crisis
The UK summer holiday season is finally just around the corner! After a long cold winter, consumers are now yearning for that well deserved...