Customer service channels set to come under huge pressure in coming months.
A significant portion of customer service requests are going unanswered by the UK’s leading brands.
Deloitte partnered with BrandsEye to gain more insights into the factors driving consumer sentiment.
Consumers threaten to quit networks as half of all complaints go unanswered and Vodacom bungle implementation of Icasa data regulations.
Three lead the pack, Vodafone place last on customer experience. 12% of unhappy customers threaten to leave their providers
Under-pressure consumers fed up with their banks.
What makes make a leading challenger bank, is the app the branch of future? We analysed 118 470 social media posts to find out.
When the City of Cape Town faced with the worst drought in more than 300 years, it required an innovative communication strategy to rapidly change residents water consumption.
Customer service is one area that customers around the world have been desperate for improvements
Around the world, businesses will need to think carefully about the new challenges and opportunities they face in 2020
South Africans are increasingly directing their complaints and service requests to the social handles of their banks
The rise of direct messaging spells the end of the community manager
New tags. Same accurate data. More value.
12.2% of dissatisfied customers threatened to cancel with their telecoms provider, according to social media.
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