Tricia Morris

Are B2Bs Prepared for Social Consumers? [INFOGRAPHIC]

A recent study from IBM predicts that social media will become the number two customer interaction method within the next three to five years. If that holds true, most B2Bs will have a lot to do in a short time to be prepared to...

5 Tips for Delivering Customer Service in 140 Characters or Less

Providing customer service in 140 characters or less; that's a challenge a growing number of companies are facing. A Maritz Research survey of approximately 1,300 Twitter users showed that 71% of customer complaints and questions posted to Twitter went unanswered, leading to our first...

12 Take-Note Online Customer Service Statistics for 2012

Since 2000, the number of internet users has grown by 528%. Almost a decade after customer service teams first embraced email as a support channel, consumers are now courting social media as the next evolution in customer service and support. Here are 12 noteworthy 2012...

7 Best Practices for Delivering Superior Customer Support via Live Chat

Live chat's bubble is on the rise in 2012, according to a new study of more than 2,000 US and UK online shoppers. LogMeIn and the e-tailing group have released the Fourth Annual BoldChat Life Chat Effectiveness report which shows one in five shoppers...

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