Using social media for CRM in the utilities industry

Published on 13 February 2015 by in Latest News

Using social media for CRM in the utilities industry

Social media for utility companies is becoming indispensable, according to a piece from an American industry publication. Last week, in an article published on BreakingEnergy.com, a number of leading commentators offered their opinions on the need for gas, electric and water firms, in both America and the UK, to offer social media customer service. Matt [...]

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How Social CRM is changing customer experiences

Published on 10 February 2015 by in Latest News

Social media has revolutionised the way in which consumers communicate with brands. Twitter has emerged as one of the prime locations for social customer service with consumers now turning to social channels for help when it comes to queries or complaints. One of the reasons why consumers are drawn to social media is that it [...]

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Video Chat – the next step in customer service?

Published on 04 February 2015 by in Latest News

According to a new study by Gartner, more than 100 of the 500 largest global businesses will introduce video-based chat by 2018. Gartner estimates that 2015 will see 50 of the largest businesses introduce video chat but the number is predicted to double in three years. It’s clear that consumer expectations are rapidly shifting, and [...]

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What’s driving the Internet of Things

Published on 30 January 2015 by in Latest News

It has been estimated that there will be 250 million connected cars on the road in five years’ time as the Internet of Things expands to include 25 billion devices. According to Gartner cars will be a “major element” of the expanding Internet of Things, with one in five vehicles having some sort of wireless network [...]

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The future of connected living

Published on 28 January 2015 by in Latest News

A study from Strategy Analytics found that there will be 33 billion devices connected to the internet by the end of the decade. Gartner has predicted that by 2020, there will be four connected devices for every person. The unprecedented rise in internet-connected devices is partly fuelled by the growth of wearable technology and IoT devices; items [...]

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The secret to the best customer service in the UK

Published on 26 January 2015 by in Latest News

Department store John Lewis recently managed to retain its top spot in The Institute of Customer Service’s UK Customer Satisfaction Index followed by Amazon, First Direct, Ocado and Marks and Spencer Food. The survey carried out this January included 39,000 responses from over 10,000 individual customers. Although John Lewis’s score has dropped by 0.9 points [...]

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Is SMS the way forward for customer support?

Published on 21 January 2015 by in Latest News

A study has revealed that three-quarters of consumers said that they would rather communicate with a customer support agent through text than through social media. This suggests that while social media is a convenient outlet for venting frustration over service issues, consumers want a more personal, flexible response. Results from a HeyWire Business study, a [...]

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2015 – The year of mobile payments?

Published on 15 January 2015 by in Latest News

A report released by Deloitte predicts that 2015 will be the ‘tipping point’ for mobile payments. The report estimated that, this year, five per cent of the world’s 600 million equipped smartphones will be used to make an in-store purchase at least once a month, a 1,000 per cent increase on 2014. By the end [...]

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numero’s highlights from #CES2015

Published on 12 January 2015 by in Latest News

The Consumer Electronics Show has ended for another year and it has been reported as the biggest and best yet. No less than 170,000 industry professionals attended the show, with 45,000 of those coming from outside the States, to see 3,600 exhibitors. In contrast to 2014 where it was all about wearables, and ultra hi-def [...]

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John Lewis breaks click and collect record over Christmas

Published on 08 January 2015 by in Latest News

John Lewis has revealed that its click and collect service broke records over the Christmas period. During the weeks of December including Black Friday, John Lewis said that its online sales grew 19 percent, with online revenue representing 36 percent of total sales, up from 32 percent during the same period last year, and over [...]

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