Get Your Customer Service Act Together

You’re in step with the times and offer customer service through phone, email, Facebook, and Twitter. Someone is monitoring each channel and you have standards for response time. Before you declare your system a success, consider this: are your channels interconnected? Does the person who answers tweets have the same (correct) information to share as…

Optimize Your Email for Mobile or Lose Readers

There’s no need to wonder if your email is being opened on smartphones and tablets – they are. You need to optimize and test your messages for these small screens. If you don’t, your intended recipients won’t be able to read your information. It’s that simple. I share the latest data on how users are…

Getting Customer Service by Email Right

Guest Post by Leslie O’Flahavan, principal at E-WRITE Most customers realize that there’s good chance they’ll get a form reply when they when they email a company to ask a question or provide feedback. But is a form reply always cold or bureaucratic? Not necessarily. Read on to find out how to write form letters,…