Tag Archives: social media

Who should take care of your social media account? The Marketing department vs. Contact Centre Contest

Silvia Planella/ January 8, 2018

The power of social media is evident for marketers and customer agents representatives. Buyers and potential buyers can access your online profile and gather information; but also can use this channel to ask for advice and report any challenges with your business. Who should take care of your social presence? Social Media as a Marketing Tool If your social media

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Case Study: Social Media Monitoring Customer Support

Silvia Planella/ July 3, 2017

First of all, thanks for each and every one of the e-mails congratulating us for our role in our client’s winning numerous awards at the Sockies17. Following the request of several business owners and in-house marketing departments, James has put pen to paper (ok, finger to keyboard) and has created this case study. We aim to illustrate what we do

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Customer Support Tailored for E-Commerce

James Purcell/ March 7, 2016

Customer Service over the Phone, through Live chat, by E-mail and on Social media The e-commerce sector shows no signs of slowing down. According to reports carried out by internetretailer.com e-commerce in the U.S grew by 14.6% in 2015, totalling $341.7 billion in sales. Here in Ireland, things are also looking up, an article published by the independent states that Ireland ranks

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9 Things you need for a Successful E-commerce site

James Purcell/ February 22, 2016

The E-Commerce Checklist E-commerce businesses have been around since the early 90’s and in the time following the new millennium, online stores have exploded to the point where for every bricks and mortar store there are thousands of online retail stores. Furthermore, these brick and mortar stores are now almost obliged to have an online hub of their own for customers

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Social media in market research

Silvia Planella/ July 22, 2014

“Smart phones and social media expand our universe. We can connect with others or collect information easier and faster than ever.” –Daniel Goleman (author, psychologist, and science journalist)  The social media applications Whether it’s through google searches, Facebook profiles, Twitter profiles or smartphone applications people share information to companies every day through social media. This information is very valuable and

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The importance of the “Satisfied customer”

Silvia Planella/ June 2, 2014

It is common knowledge that: “it is easier & less expensive to get repeat business from an existing customer than winning a new one”. Satisfied customers will buy again from your company and at the same time recommend your services and products to friends and family. With smartphones, internet and social media the value of a “satisfied customer” increases exponentially.

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“Why outsource your telephone answering service?” – Public Relations and Social Media Manager perspective

Silvia Planella/ February 17, 2014

Please introduce yourself? Megan Friel (Public Relations/Social Media Co-ordinator). Check Megan linkedin profile Choose one word to define yourself: Dynamic Define “telephone answering service” in 10 words? Professional service that handles and processes inbound and outbound calls. Why would you outsource your customer care? I would outsource my customer care requirements as it would allow me to focus on carrying

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While the Contact Centre Industry Experts says “Multi-channel/Omni-channel”, Customers says “Smartphone”

Silvia Planella/ December 4, 2013

Businesses have been focusing for the last 5 years in the multi-channel approach. There are still some CEO’s reluctant to include new channels to the basic telephone answering channel. Smartphones are changing the way consumers make contact with companies. It is important to embrace new technologies and the “Multi-channel” approach is vital in most market sectors. Smartphones provide customer with

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