Vindication On My Position: Social Customer Service Sucks…
I am as tired of telling you not to embark on Social Customer Service as you are of telling me I am a grouchy old man and I don’t get it. Fine. My data and case studies have not convinced you, so let’s try a different approach. Let’s have someone else show you their data. […]
The Silent Rise of Chat in Customer Service Adoption
Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, mobile here, and operationalization of customer service here) […]
The Baffling Advances of Social Customer Service
I shared with you the first of four top-level insights gathered via the research I conduct every year (thanks to the sponsorship of my friends at KANA, a Verint company). If you have not read them, you can read the high level entry here. I am today going to start sharing the first of four […]
Jive Offers Social Customer Service; Battles Lithium for Market
Earlier today Jive announced they launched a new product: Social Customer Service, extending their community platform for external communities. The offer includes an OEM integration with Bunchball, and will be available to the public at the end of March. I distributed this morning a note to my clients and certain interested parties, here is a summary of […]
