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Why call centres need to embrace twitter & IM for customer suppport

Like many people in the UK, from time to time I have to call a support line for an internet or mobile / service provider about some sort of problem. I am sure I am not alone at dreading the thought of making this call – being put on hold, having to push 1, 2 etc [...]

Listen, Learn, Engage and Integrate – 4 rules for brands using social media Part 1

I have been fairly quiet on the blogging front of late (inversely more active on twitter), but in between posts I have been spending a lot of time talking to large, well known companies about their social media strategy.  Like many in the mainstream press, I keep reading that social media / Twitter / Facebook [...]