Customer Service

May 14, 2020 Overwhelmed By the Ecommerce Boost? How to Communicate With Customers About Delayed Order Fulfillment

With more consumers at home to prevent the spread of the novel coronavirus, retailers have...

May 8, 2020 Clienteling: The Customer-Centric Alternative to Furloughed Sales Associates

With the majority of brick-and-mortar stores suddenly closed to prevent the spread of COVID-19, many...

March 24, 2020 10 Productivity Tips For Newly Remote Workers

Most of us are working from home to prevent the spread of the novel coronavirus....

January 4, 2019 How to create a brand voice that carries across your channels

One of the first steps in creating a brand is creating a brand voice. The...

December 21, 2018 How to Safely Collect Customer Data During Social Media Interactions

We’ve previously discussed the collection of PII data when it comes to during your customer service...

December 20, 2018 Customer Service Software with Easy Analytics & Reporting

You’ve created the customer experience team of dreams. Everyone is passionate and buys into the...

December 17, 2018 Conversation History in Digital Customer Service Interactions

Ever met a person who can’t remember your name, or how you met, or who...

December 14, 2018 Establishing Reporting & Analytics for Customer Service Teams

Reporting your success is critical in proving the value of your department, the impact you’re...

December 14, 2018 Essential Workflow Tips for Digital Customer Service

Brands around the world have recognized the impact customer experience has on their bottom line....

November 12, 2018 Global job board leader sees 18% increase in preference from social

A webinar version of this content is now available on demand – view it here...

September 29, 2018 Choosing the Right Enterprise Social Media Solution: Lexer Engage vs. Hootsuite

A comparison of Engage and Hootsuite Choosing the right tool for your social media management...

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July 31, 2018 How to Handle PII in Social Customer Care

Verify customers quickly and securely with the first authentication workflow built for customer service. There’s...

July 5, 2018 Lexer Launches Secure Forms for Customer Service

Uninterrupted and secure customer service is now possible like never before. Lexer’s integrated customer surveys...

July 2, 2018 New email integration delivers omnichannel customer care

Deliver omnichannel customer care with the latest addition to your Engage inbox: email conversations. The...

June 28, 2018 Privacy and Customer Service on Social Media: Keeping Data Safe

Social is the customer care channel of choice for 83% of US consumers, allowing organizations to...

April 5, 2018 Facebook changes

Over the last month, Facebook has made significant changes to how they handle privacy, and...

January 8, 2018 Can Customer Service Bots Replace Humans in Customer Care?

In October 2017 we conducted research to unpack this challenging question. We consulted with 20+...

January 8, 2018 6 Steps to Becoming a Customer Data Rockstar

Data heroes are the icons of this generation of business. They drive innovation by delivering...

October 10, 2017 How to Deliver Genuine Customer Care on Social Media

Analyzing billions of human behaviours, working alongside category-leading brands like Qantas, SEEK Jobs, Westpac, IAG...

September 27, 2017 Send NPS Surveys through Lexer’s Customer Service Software

Today, 83% of customers turn to digital channels for customer service (Accenture). As a result,...

March 21, 2017 Digital Customer Service at a Large Bank Exceeds all KPIs

Trusted by of one of Australia’s most respected companies — a multi-billion dollar financial services...

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March 21, 2017 Centralizing Social Customer Service for an International Airline

An International Airline client needed an enterprise-level solution to manage the volume of customer enquiries...

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May 18, 2016 Celebrating Data Rockstars

One of our largest clients has won a very special social media gong. Today One...

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May 2, 2016 Social Customer Service for Genuine Engagement

Today Talking to strangers is tough. But most social customer service teams spend their days...

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May 18, 2015 Bank on us

Welcoming our newest client to the Lexer family. Today We had a very good day....