HelpSocial Blog

Social Customer Service Flies High in the Airline Biz

In September, SimpliFlying, a marketing firm that specializes in the airline industry, released its Airline Social Media Outlook 2017, an annual outlook covering key airline issues and priorities for 2017. The biggest takeaway that we see is the steady emergence … Read More

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Webinar: 3 Steps to Social Media in the Contact Center

Social media customer service is an expectation. Customers will complain about or compliment your brand whether or not your brand is listening and responding on social networks. At the same time, getting social media started in the contact center of … Read More

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Social Media for Business: HelpSocial on Cyber Talk Radio Part One

Last week, HelpSocial CEO Matt Wilbanks was invited to chat with Bret Piatt, Jungle Disk CEO and Host of Cyber Talk Radio. Cyber Talk Radio is a show on news radio 1200 WOAI that airs every Saturday at 11:00 p.m. … Read More

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Incentivizing San Antonio’s Start Up Companies

On Thursday, September 29, the San Antonio Economic Development Corporation (SAEDC) and HelpSocial took a big step forward for economic development while strengthening opportunities for City government to include high-potential startups in important incentive plans. The SAEDC is a nonprofit … Read More

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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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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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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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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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