2018-08-15 13:23
Unexpected changes in the volume of social messages you receive can happen at any time. They can be brand specific, for example a service outage or a new product launch, or th… Read More
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Sentiment Blog
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The Sentiment blog explores the ever-changing world of social customer service. Many organizations are struggling to serve their customers via social media. This blog offers best practice and useful insight to help brands connect with their social customers.
2018-08-10 14:14
Jamii telecommunications is a Kenyan based telecommunications network operator, offering DataCarrier Services, Internet, Signal Distribution and Wireless Broadband. The provider wan… Read More
2018-08-03 18:39
Don't want to read this :-) As a customer service team learn how to get access to business chat here Read More
2018-07-30 13:02
The relationship between public sector organisations and their customers is changing. Most people now use social media in their everyday life and consequently want to interact with… Read More
2018-07-16 10:40
Sentiment, a leading provider of digital customer service tools, is pleased to announce their acceptance to the G-Cloud 10 public sector procurement framework to help organisations… Read More
2018-07-11 10:29
According to the latest stats from We are Social, there are now over 3.19 billion active social media users across the globe and this is growing at around 13% year-on-year. Mo… Read More
2018-06-14 14:45
Today social customer care teams are handling more and more digital interactions. Contact Centres are evolving both geographically and technologically and must handle new channels a… Read More
2018-06-06 14:00
We all tend to prefer working on things we know and understand. It’s human nature. When faced with the choice of an easy-to-answer question or a seemingly unfathomable riddle… Read More
2018-05-22 10:52
A great customer service experience is all about fast and effective resolution.
It can make all the difference when it comes to closing a sale or retaining a customer. When s… Read More
2018-05-16 13:12
uSwitch is a UK online and telephone comparison and switching service that helps customers compare prices on a range of products and services, helping them take advantage of the bes… Read More
2018-05-14 10:40
Sentiment the leading digital customer service and engagement platform has today released Sentiment Chat, a streamlined web chat solution that enables brands to manage web chat al… Read More
2018-04-27 09:15
Love them or hate them, emojis are visual representations of real feelings and emotions. We often use them in chat apps or emails to communicate more graphically how we feel i… Read More
2018-04-09 10:40
Conversational commerce and service with a live agent is driving a new deal for brands and consumers. For many it’s now far easier to type a quick question than to pick up the… Read More
2018-03-19 14:52
A good customer service experience can make or break a sale. Being there to immediately respond to a question when a visitor is considering making a purchase can make all the… Read More
2018-03-02 14:11
Unexpected spikes in volume on your social channels can happen for a variety of reasons; competitor activity, regulation changes, or a regular favourite - the weather!
Planning ahe… Read More
2018-02-15 15:20
Customers like using social media platforms for customer service. They like it even more when they get a quick response to their message Read More
2018-02-09 15:25
Customer service can make or break a customer relationship. How the customer feels after engaging with a brand, when they have complaint or a problem, either reinforces or changes t… Read More
2018-01-25 15:14
Although many businesses use Twitter and Facebook for marketing activities, many have yet to leverage their power to improve customer service. These social platforms provide a great… Read More
2018-01-04 10:30
Yes, it really is that time of year again! After the parties and fireworks, it looks like it’ll be another busy year for contact centres. Statistics show that social media use… Read More
2017-12-06 15:30
New research released by the Institute of Customer Service highlights that retailers are potentially missing out on £1.9 billion in future sales by not offering ‘excelle… Read More
2017-11-24 15:10
We recently spoke about some of the key challenges businesses are facing in developing and evolving their social customer service. At a recent Social Media Forum with UKC… Read More
2017-11-17 15:00
Sentiment recently hosted a Social Media Seminar in partnership with UKCCF, looking at the challenges facing businesses seeking to optimise their social customer service strategy… Read More
2017-11-10 14:30
Public sector organisations face numerous customer service challenges. They are expected to deliver a high-quality service, with strict budget limitations, headcount freezes and oft… Read More
2017-10-30 11:11
As consumers move to digital communication they are giving brands an extra layer of insight to capture high level trends and individual reasons why customers defect. Few companies c… Read More
2017-10-10 08:50
Contact centres must integrate digital channels as part of an omnichannel strategy, or they will become extinct. Customers under 40 want to use social channels and chat apps fo… Read More
2017-09-26 15:07
Delivering high quality social customer service is key to improving customer satisfaction and increasing loyalty. It’s a vital component of creating competitive advantage. But… Read More
2017-09-13 09:30
Last year UK online shoppers spent over £4 billion during the Black Friday/Cyber Monday weekend. This year research is predicting a spend of over £7 billion. Onlin… Read More
2017-09-11 09:10
According to the latest report from the Institute of Customer Service, customer satisfaction is now at its highest level ever. Sounds good. But customers are continuing to run into… Read More
2017-08-22 08:53
Delivering high quality social customer care is a real challenge for many businesses. Social is a highly visible channel and any mistakes can be costly. Customers expect a speedy, p… Read More
2017-08-04 15:19
According to the Dimension Data 2016 Global Contact Centre Benchmarking Report, digital interactions now account for 42% of all interactions in the contact centre, and this continue… Read More
2017-07-21 14:49
Tracking and measuring customer feedback has always been important for any business – it’s a leading indicator of customer retention and provides valuable data for learn… Read More
2017-07-14 14:59
Earlier in the week Sentiment joined UKCCF to host a special social media seminar designed to help businesses improve the performance of their social customer care programme. L… Read More
2017-07-05 13:25
With increasing numbers of customers turning to social channels such as Facebook and Twitter for customer service enquiries, brands need to be ready to support and assist. It'… Read More
2017-06-13 13:15
Customers are increasingly using social media in the purchasing process. They use it to inform their buying decisions and they use it to seek assistance if they have an enquir… Read More
2017-06-05 15:30
In a global economy, brands need to be able to support customers on social media who speak a number of languages and ensure they have the right resources to effectively manage inter… Read More
2017-05-24 08:48
Competition is fierce in the retail sector and businesses need to create meaningful service differences to survive and thrive. Price competition is no longer enough, the servi… Read More
2017-05-18 13:50
Recent statistics show providing high quality social customer care is linked to improved customer satisfaction and retention.
Customers expect a fast, friendly and efficient resp… Read More
2017-05-12 14:52
Customer service is the new marketing. It’s not just about winning new customers, but also about retaining existing ones and customer service is a key component of the decisio… Read More
2017-05-08 09:54
The Caravan and Motorhome Club is the UK’s leading club for caravan, motorhome and trailer tent owners. The forward-thinking brand wanted to expand its social customer c… Read More
2017-05-03 09:24
Organisations often have to balance multiple objectives; how to maximise customer satisfaction and increase revenue while also reducing the cost to serve. Increasing complexity and… Read More
2017-04-25 11:19
Businesses need a robust strategic approach to setting up and evolving customer care on social channels. To secure senior buy-in you need a plan with longevity which is aligned… Read More
2017-04-10 10:27
Customer service data should be at the centre of your strategy and decision making whether you are a multi-national enterprise or a small business. Social customer care d… Read More
2017-03-30 13:04
Good customer care shouldn’t just happen when a customer has a complaint. It also pays to engage and reach out to customers on social media when they’ve indirectly… Read More
2017-03-23 14:04
While Marketing Teams usually hold the social media purse strings, Customer Service Teams are the front line of customer engagement. This infographic shows why closer col… Read More
2017-03-07 11:01
Brands engaging in social customer service can win on many fronts: lower cost to serve, improved satisfaction and increased customer loyalty. But there will inevitably be time… Read More
2017-02-28 10:05
Sentiment today announced that DX, a leading independent mail, parcels and logistics end-to-end network operator in the UK and Ireland, will deploy Sentiment’s intelligent s… Read More
2017-02-24 11:42
For many the idea of managing customer service on social media can seem like a daunting prospect, but handled correctly it can serve as a point of differentiation in a crowded marke… Read More
2017-02-19 13:43
Training social customer care teams is one of the most pressing issues for contact centre managers whether social customer service is outsourced or in-house. No other department eng… Read More
2017-02-17 11:00
Messaging apps are now more popular than social networks, and they offer brands unprecedented reach. Conversational commerce is creating a new set of opportunities and challen… Read More
2017-02-14 11:58
As follow up to our guide: 15 essential tips on using social media to improve customer service, we're running a series of posts looking at how to create your social customer service… Read More
2017-02-06 13:00
Social media is quickly becoming the channel of choice for consumers who want fast and efficient customer service. It’s not just for the big-name brands. If your custome… Read More
2017-01-25 16:02
Customers increasingly expect brands to communicate with them in the moment if they have a query or a problem. With the continued increase in the growth of social messaging ap… Read More
2017-01-16 15:27
The world of customer service is constantly evolving. Social messaging apps are now pushing the customer service boundary. The popularity of social messaging apps continues to… Read More
2017-01-05 15:19
Whether you are just starting out on the social customer care road or already have an established social presence, it’s essential to understand how to successfully handle cust… Read More
2016-12-15 10:07
Over the last decade growth in social media has exploded, and it has developed from being primarily a tool for marketers to a tool used for everything, for sharing experiences both… Read More
2016-12-08 11:07
This holiday season more and more customers will be turning to social to vent frustrations or make pre-sales enquiries. Businesses need to be prepared to handle and analyse so… Read More
2016-11-28 11:00
Customers didn’t tell brands they wanted to use social platforms for service – they just got on with it and demand for support is rapidly increasing. If a company… Read More
2016-11-11 11:17
Omni-channel may seem like one of the most over used phrases when we talk about customer service these days, but if brands are not able to provide the choice of channels consumers w… Read More
2016-11-09 14:40
We've put together an essential guide to help organisations better understand how to evolve a robust social customer care programme and integrate enterprise-grade technology to seam… Read More
2016-11-07 16:47
Let’s look at this through the prism of Black Friday, which has changed holiday trading patterns in the UK for good. When the online trolley dash gets going in a couple… Read More
2016-11-03 10:00
We’ve put together a super-useful playbook to help retailers make social customer care the best it can be. It’s packed with tips, best practice advice, and examples of h… Read More
2016-10-13 10:45
Research by Mobile Ecosystem Forum and Mblox found that 65% of customers now talk to businesses via chat apps. Financial services customers were the most active users at 22%… Read More
2016-09-29 09:51
When we talk about social media complaints we’re talking in millions. 16 million UK consumers have used social channels to express dissatisfaction. 2 million US co… Read More
2016-09-27 14:09
We'll be launching the next guide in our series of social customer service playbooks in a few weeks' time. This time around the focus is on retail. Social media strategies fal… Read More
2016-09-21 10:12
Busy social media support teams without the right engagement tools will find keeping up with messages like sitting on a platform and trying to count the number of people on a high s… Read More
2016-09-09 11:14
Social media is a lens for retailers to look across their whole business - customer service, marketing, retention, supply chain, stores, logistics and beyond. Brands need to t… Read More
2016-09-06 13:00
The Caravan Club chooses Sentiment technology to keep ahead of the ever-changing and complex demands of social customer service Read More
2016-08-25 13:40
We’ve put together a super-useful playbook to help financial services providers better understand how to evolve social customer service programmes, build one-to-one relation… Read More
2016-08-18 10:58
Ok, so your social media team is up and running to support customers. You’re confident they are the best communicators using text and have expert product knowledge to an… Read More
2016-08-10 10:53
Messaging apps are disrupting customer care plans and we've put together an infographic to show how these apps are changing how businesses and consumers connect.
Here's a qui… Read More
2016-08-04 10:02
Not much has changed about how customer service should be delivered. Everything has changed though about how customer care needs to be delivered. The principles are stil… Read More
2016-07-29 09:09
Some see chat bots as the future of customer service. Some say they’ll give it a week. It’s really early days still to gauge either way. There is no re… Read More
2016-07-25 10:25
Competition in the instant retail market is faster and stronger than almost every other sector and retailers need to be able to handle social customer care at scale and answer messa… Read More
2016-07-13 14:33
There are lots of brands doing great things when it comes to supporting customers on social media. There is simplicity in what they do, the path they take is clear, and they s… Read More
2016-07-07 10:41
We recently lined up 18 statistics which took the social customer care temperature as we head into the second half of the year. To give you a better understanding of some of t… Read More
2016-06-14 12:45
We’re pretty much halfway through the year so it’s a good time to see just how far brands have progressed along the social customer care trail, and look at some of… Read More
2016-06-09 14:44
As a financial services provider there are 4 tangible steps you can take to ensure you are compliant, protecting customer privacy and monitoring agent activity to safeguard customer… Read More
2016-05-31 13:28
We recently published the results of our latest survey which highlighted the key trends in social customer care and delved deeper into the key priorities and challenges that busines… Read More
2016-05-11 11:25
Back in the day, tweets were seen by some as digital wrappers for the next days’ fish and chips - 140 characters of trivia that would be quickly forgotten. How things ha… Read More
