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3 Tactics CEOs Use to Improve Customer Experience Culture

According to research by consultancy firm Morar, 100% of the 844 executives surveyed for a recent report indicated that customer experience (CX) is a[...]

Improve Customer Experience by Introducing Friction

 

It sounds like a contradiction in terms, doesn’t it? How can you optimise a journey with friction when for many it is considered the nemesis of[...]

Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses

 

I recently visited an outlet of a multinational department store where the emergency exit was in use due to some maintenance being done on an[...]

Using WhatsApp Business for Customer Service - Last Updated: 17 June 2019

Note! The intention of this post is to keep businesses updated on the rollout of WhatsApp Business. We will update it regularly for the benefit of our[...]

5 things businesses should (but don't) know about using Facebook Messenger for Business

Facebook is an amazing company. It employs thousands upon thousands of seriously talented people and has a valuation in the hundreds of billions having[...]

How well thought out Messaging Auto-Responses improve Customer Service

Nobody appreciates the voice that tells you “your business is important to us, please hold the line” when you call your electricity company. Badly[...]

Why Social Customer Service is now for every Business

Social customer service has changed completely in the last 12 months!

Handle Complaints via Private Messages rather than asking Customers to shout

If you upset your partner by forgetting a birthday, would you ask them to tell the neighbours by shouting from the bedroom window? Not likely! But that[...]

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