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  1. Social Customer Service Secrets to Avoid Negative Search Results

    Put some scripted processes in place for your customer service department to transition a complaint originating in social media to a phone call or private chat as quickly as possible. The art of the old-fashioned handwritten thank-you note that you...

  2. International Expansion: Break Down Barriers With Google+ Hangouts

    With Skype, chatting with more than one person at once requires a subscription, but you can chat with up to 10 people for free when you join a Google+ Hangout. If everyone has a camera or a webcam on their computer, then everyone involved in the...

  3. Google as Your Identity Provider: Where Are We Now?

    The question just becomes, how far does it go once implemented, once you need to use your IdP to transact and that IdP also houses/scans your email, knows where you were this morning (phone), who you talked to in chat/email/sms/voice, what...

  4. Understanding Your Social Customer Engagement Scenario

    Always happy to chat about this directly on Twitter, @JacobM. To answer this question, Chess Media Group and Metz Consulting collaborated to put together four social customer engagement scenarios, based on our client experience and observations.