2016 Engagement Poor Customer Service Social Media 
Comm100
JANUARY 14, 2016
In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Social Media Is a Powerful Support Platform. billion PC users.)
Eptica
APRIL 18, 2016
Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Shutting down key channels In contrast to social media, email and chat were major disappointments.
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Eptica
MARCH 23, 2016
Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. Consequently, companies across all industries try extremely hard to make the buying process as simple, straightforward and engaging as possible.
Eptica
SEPTEMBER 16, 2016
Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Customers can have meaningful conversations with brands that deepen engagement and build greater loyalty – and consequently boost the bottom line.
Helen Dewdney
SEPTEMBER 4, 2018
It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. But Helen had also asked on social media for people’s comments and gave this feedback too. More blog posts and social media. In 2016 Helen’s mother even got in on the act of complaining about Tesco!
Kayako
JANUARY 7, 2016
We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Customers expect support to be available 24/7.
Provide Support
OCTOBER 7, 2015
At the same time a lot of dysfunctional activities are still happening in customer service, which is proved by the fact that 68% of consumers have stopped doing business with a brand due to a poor customer service experience. Convenience: omni-channel, self-service, mobile.
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