Understanding your customer is the key to good service. Online customer support teams, now commonly referred to as Webcare, deal with many different types of people, each and every day, but often [...]

The years that we have social media ‘on the side’ within organizations are far behind us. Social media and social messaging have made huge changes in the world of communication and customer [...]

We live in an era where customer satisfaction is of great importance to many organizations, in improving their products and services. Interrogating customer feedback can lead to growth, and [...]