Social Service

April 1, 2014

Abandon email as a customer service channel at your peril

When it comes to customer service and the channels that businesses use to serve their customers, most of the talk in the marketplace is about self-service, […]
February 7, 2014

It’s not about the channels in your support, it’s about the support in your channels – Interview with Girish Mathrubootham of Freshdesk

Today’s interview is with Girish Mathrubootham, who is founder and CEO of Freshdesk, an online customer support Saas software solution. Girish joins me today to talk […]
January 7, 2014

Improve your social customer service, by all means, but improve your operations first

Just before Christmas a friend of mine tweeted me the following: One for your blog @adrianswinscoe how not to manage a facebot page https://t.co/2bE3MYpIeO On investigating […]
December 1, 2013

Real life lessons on how to build a social business – Interview with Bian Salins

Today’s interview is with Bian Salins, Head of Social at Now TV, BSkyB. I was introduced to Bian by Martin Hill-Wilson who suggested I should talk […]