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How to Successfully Look After Your Ecommerce Customers

The January 2018 edition of the UK Customer Satisfaction Index said that retail businesses who consistently achieve higher levels of customer satisfaction benefit from stronger turnover growth, profit and employee productivity. Customer service matters, particularly when it comes to small and medium sized retailers. The one thing that has always been so appealing about smaller […]


Web Chat – How It Can Work for Your Business

Web chat is a great way to grab people and get them to where they need to be FAST. Instead of a customer having to search for confirmation that you have what they’re looking for, they can ask. Another side of it: never underestimate how little your customers want to talk to you. If they […]


Social Media Strategy for Today

Everyone’s timelines are full. Trying to compete with this noise is incredibly time-consuming and expensive. And – dare I say it – unnecessary. Your social media strategy should recognise your platforms as customer service first, engagement second and vanity project nowhere. Where brand social media has failed Ever-increasing budgets to maintain visibility Vast amounts of […]


Welcome to 360° Customer Service

It might seem like customer service bots are reducing humans to mere meat sacks taking up oxygen but nothing could be further from the truth. 21st century customer service is all about using automation to free up your humans for the important stuff, like customer retention. These days, you need to be everywhere – all […]


11 Ways to Encourage Customers to Leave Online Reviews

73% of consumers are more likely to choose a business that has online reviews compared to a business that has none. (Source: Critical Research Ltd, 2017) In business, word of mouth is the holy grail of brand awareness; and in our increasingly connected online world, third party online review sites are worth their weight in gold […]


9 Top Tips for Social Media Customer Service Support

As a small business trying to stay on top in your industry and local market, being pro-active in your customer support is essential to keeping customers happy with their growing demands for instantaneous service. But, I know it’s hard to do. That’s why I’ve devised these 9 tips to help you give the best customer […]


How to Manage Your Business’ Reputation on Social Media

Social media plays a huge part in business nowadays. When using it to its fullest, it can span a range of essential business processes such as marketing, PR, networking and customer services. However, it’s important to realise how fragile a company’s reputation can be online. A good reputation can result in a loyal band of […]


How to Professionally Respond to Online Reviews

Online reviews now play a massive part in our everyday buying decisions. If you’d have told us 25 years ago that we’d be choosing whether or not to do business with a company on their public online score through online platforms like TripAdvisor, Yelp, Reevoo, and of course Yell.com – rather than listening to the recommendations of […]


How An Online Store Benefits Your Business

An online store has several benefits, whether you use it to sell products alongside your conventional business or as a standalone e-commerce venture. Read our list of reasons why an online shop could be great for your business. 10 benefits of an online store for your business Reduced overheads – in general, an online store costs […]


The Importance of a User-Friendly Site Interface

As all good businesses know, the most important thing you can do for business success is to understand what your customers want and need, and provide it for them. A key element of this is to make sure your business website is easy to understand and interact with. A confusing site interface, with poorly-labelled navigation […]


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