HelpSocial Blog

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Twitter Makes Updates to Improve Customer Service

Twitter recently made some changes that make receiving and providing customer service via the social media platform easier. With many brands adopting a “multi-handle” approach, it was often difficult to know where to go with a customer service issue. In … Read More

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NorthridgeGroup

The Real Reason for Brand Silence on Social Media

Earlier  this year, The Northridge Group conducted a study with more than 1,000 U.S. consumers age 18 and up on omni-channel customer service issues. Among the research are some obvious findings such as the less work required of a customer … Read More

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Voting Ends Sept 2!

Artificial Intelligence in a Customer-Centric World

This year, we’ve seen our fair share of Artificial Intelligence breakthroughs like IBM’s work with precision medicine in the battle against cancer, and meltdowns, such as  Microsoft’s very public and very embarrassing failed A.I. bot, Tay.  It’s been interesting to … Read More

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Need a quick guide for deciding your tailored Rules of Engagement? Great News! Here’s a handy checklist to get you started.

Your Rules of Engagement Checklist

This is the third  post in a series addressing social media support being delivered from the contact center. In our first post, we talk about  trusting call center agents with social customer care. Our second post  goes over strategies to … Read More

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Building Trust in Customer Service Agents

This is the second post in a series addressing social media support being delivered from the contact center. In our first post, we talk about trusting call center agents with social customer care. If you’d like to learn more about … Read More

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Social Media in the Contact Center, Without Compromise or Disruption

Last year, HelpSocial began working with inContact, to bring our social features into their current platform. We are excited and proud to announce that the hard work has paid off and inContact customers now have the ability to use social … Read More

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Can Call Center Agents Be Trusted with Social Media?

This is the first post in a series addressing social media support being delivered from the contact center. If you’d like to learn more about how HelpSocial can bring social media capabilities into your contact center or current software platform, … Read More

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Social Customer Care Tools: What Are the Options?

Shopping for any new tool can be daunting. There’s so much information to consider. In the spirit of being helpful for those interested in working with HelpSocial, we thought we’d assist with the information gathering process. Keep reading for brief … Read More

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Photo credit: kenteegardin via Source / CC BY-SA

How Much Does HelpSocial Cost?

Because of how HelpSocial got started, we take a very different approach to our business. Our products and services were built to solve the problems and challenges we experienced doing the very job your agents are doing. Even the way … Read More

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Integration

The Ins and Outs of Social Media and Integration

We talk to a lot of companies and organizations about “integrating” social media into  customer care. We talk to contact centers, enterprises, Business Process Outsourcers and even small businesses just getting started. Time and time again, industry jargon gets thrown … Read More

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