Oct 21, 2014 By Chad Schaeffer

17 Social Customer Service Reports You Can't Live Without

I have the best job in the world. I get to do what I truly love which is help clients improve their social customer service programs. I've been fortunate to be in this small but growing niche for almost 5 years now after spending 9 years helping some of the largest global contact centers provide a... Read More

Marketing, Social Media Marketing, Analytics

Sep 15, 2014 By Chad Schaeffer

Social Customer Service Rankings: Where Do You Stack Up?

It was May 2001, and I was just kicking off my first contact center software implementation as a project manager. Consumers were rapidly adopting email as an innovative communication method and big companies were trying to figure out how to manage this incredibly modern support channel. Overnight... Read More

Customer Service, Social, Cloud

Aug 22, 2014 By Chad Schaeffer

How to Stop Losing Customers and Start Delighting Them

As they say, there is a reason you have two ears and one mouth. This is especially true for those of us in social customer care, where listening is so critical. As customers are migrating away from phone and email channels when they need help, social channels like Facebook and Twitter are becoming... Read More

Customer Service