Tag Archives: Customer Service

The Benefits of Social Media Monitoring for Customer Service

Social media monitoring for customer service is all about using the right techniques, tools, and practices to delight, engage and improve the way customers perceive your company’s brand and business. Through monitoring, you can spot concerns and then respond more efficiently, hence pay better attention when providing excellent customer care. By catering to the needs […]


4 Ways To Build Customer Relationships with Social Media Monitoring

Social media monitoring means monitoring user activity on different social channels (e.g. Facebook, Twitter). The purpose is to monitor different types of social media content – blog posts, likes, shares, and comments –  and determine sentiment and volume of conversation about a topic, product or brand. Customer service departments can use monitoring to connect with […]


Using Social Media Listening for Better Customer Service

Social media listening first made its way into the PR/Communications department, where it acted as an early warning system for crises. Marketing followed next, and monitoring provided insights, as well as new ways for outreach and engagement. And still, it’s the Customer Service department where this activity could show its true potential. More and more […]


Your Top 10 Blog Posts of 2016

57 blog posts (31 on our german blog), 3 guest posts, 1 infograhpic and 5 eBooks – that was the year 2016 on our Swat.io blog in sheer numbers. But where there’s lots of content getting published, there are (hopefully!) readers as well! And so, like last year, we continue our end-of-the-year tradition to present you the […]


Bernhard Hauser, oratio: “Customer Service Teams Can Coexist with Chatbots”

Featured in our latest eBook about Chatbots, Conversational UI and the Future of Online Interaction is an interview from Bernhard Hauser, CEO and Co-Founder of oratio. Read the whole piece below and find out whether customer service teams within eCommerce companies can coexist with chatbots, what the challenges are and how to overcome them. Furthermore, […]


Thomas Schranz, Blossom: “Chatbots Transform the Customer Support Experience in Every Industry”

As part of our recently launched eBook about Chatbots, Conversational UI and the Future of Online Interaction, we interviewed Thomas Schranz, Co-founder and CEO of Blossom. Read his interview below and learn how to find the right balance between chatbots and human interaction in customer service. 1.What industry would face the greatest challenges when implementing a […]


5 Ways Chatbots Can Turn Around Customer Service

It has only been a few months since Facebook launched its Bots for Messenger platform, and companies have already started to develop thousands of chatbots in various fields. Customer service seems to be a common theme, at least for businesses, as every company owning a bot wants to provide quicker and better answers to as […]


How to Approach Customer Service in the Gaming Industry

The gaming industry is a world of contrasts when it comes to customer service, mainly because of how differently sized the companies are. It would be expected of large video game developers and publishers to excel in this area, while independent developers would be deficient, but sometimes it’s the other way around. In this post, […]


How Will Virtual Reality Shape the Future of Customer Service?

The Future of Customer Service Could Be Tightly Connected to Virtual Reality Email and phone have long been the main pillars of customer service, but emerging technologies are determining companies to look into new ways of interacting with their clients. Virtual reality has gained a lot of traction this year, mainly in the video game […]


The Future of Customer Service: AI Replacing Human Interaction?

Human interaction has been often perceived as an irreplaceable component of customer service. However, technology progresses at an incredible pace, and many activities that were handled by real human beings in the past will be eventually assigned either to robots or directly to computer programs and artificial intelligence. The latter is seen more and more […]


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