Social Media & Digital Marketing

Social Media and Digital Marketing

google analytics - GA4

GA4 is coming, what is it and what does it mean for business data?

UK business reliance on websites, social media and e-marketing is imperative. Without Google Analytics we would be lost, so what is GA4 and why is it changing? Over the last 10 years, Universal Google Analytics has cemented itself firmly into many companies across the globe. Providing valid data as to where website traffic leads come …

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customer service through digital chat

Contact Centre vs Digital Chat

Years ago, contact centres provided the only means of customer service support to consumers, other than physically walking into a store to speak to a customer service representative. However, with the growth of online retail, customer service has moved more into digital chat support services. With many businesses often being unique from one to another, …

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Target Audience focus for businesses

Analysing your target audience

Whilst it is extremely important that businesses protect their customer data, customer information provided to a business through communication and enquiries can provide valuable insights into target audience analysis. Focusing on your target audience is key to your company growth and empowers marketing and sales teams to recognise new markets and trends. By regularly reviewing …

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Live chat vs chatbot

What are the differences between Live Chat and Chatbots?

What are the differences between live chat and chatbots? The ways customers communicate with businesses have changed dramatically over the last 5 years, thanks to technologies such as live chat and chatbots. Now as many as 62% of customers expect a chat option to be on your website, according to Forrester. For many smaller businesses, …

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customer service trends 2014

Customer Service and Consumer Trends for 2014

2013 was a year full of surprises for the digital world, with the evolution of social media powering on at breakneck speed, spawning a seething hub of comment from marketing analysts, keen to anticipate the next move from the tech community and consumers. Jargon and big data are ever more perplexing and Twitter #fails by the likes of British Airways have highlighted how mis-managing social media customer service can result in gleeful brand-bashing overnight. Read on for our predictions in 2014.

British Airways twitter debacle

What Customer Service Can Learn From the British Airways Twitter Debacle

While speculation abounds about Twitter’s eagerly anticipated stock market floatation, we at Expolink Towers find our attention swayed by more customer-centric matters. A recent Twitter exchange between a BA customer and their customer service department exposed gaping holes in the airline’s customer service strategy – that their Twitter feed was only manned during office hours. We look at developments in social customer service and how businesses can ensure they meet their customer’s expectations.

24/7 customer services

Managing Your Social Customer Service and Brand in a 24/7 Culture

Brands presenting their products and services as single channel campaigns is as dated as Bebo and arguably as unprofitable. Customer engagement is no longer solely about the customer, but about the community – a very public, connected community that loves learning and sharing. From sorting the right recruitment processes to learning from campaign results, we look at how your business can provide great 24/7 multichannel service.

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