A short Twitter frequency guide

When you decide to set up a Twitter feed for your SME, it starts off quite simple. You open your account, make sure that everything is nicely suited to your company’s branding, and there you go. Hello world! You’re on Twitter. But how do you get noticed? How do you make sure that your voice is heard above the chatter, without turning into a spammer yourself? Twitter is changing constantly, both due to the changing tweeting patterns of its users and to changes in its APIs (which determine how the software should behave). Trying to keep up with it is a full-time job, but it doesn’t take much to educate yourself on the basics and make sure you get the most out of whatever time and energy you are able to allocate to the task.

Assess your priorities

Feature update: inline chat!

While some of us spent the last couple of weeks working hard on the press release about the $2 million we raised, our dev team went ahead and updated the Casengo chat feature. We’re proud to present our new and improved chat window. For many visitors live chat is the first touch point with a company and its customer support department. This first impression is decisive. That's why online visitors are now greeted by a beautifully integrated screen, instead of the old pop-up they used to get when they pressed the contact button. But there's more to inline chat, apart from the visuals, than meets the eye.

Inline chat: the benefits

Is your website user-friendly? 5 traps to avoid.

First things first: we’ve got a new website! It’s still a work in progress, but still. And did you see that cool TechCrunch button on our homepage? Just sayin’! As we’ve been putting together a list of things that still need to be perfected (a prettier blog, the customer stories, all of the product detail pages, the entire website in Dutch) we realised this is the perfect opportunity to tell you about those user-unfriendly things we came across on various business websites. We’ve summarised five of them here. Use our handy checklist to make sure that your own website doesn’t fall into these common traps.

  1. Your live chat had better be live!

Casengo raises $2 million to accelerate growth

We are happy and proud to announce that a consortium of European investors led by venture capital firm henQ injects $2 million (€1.5 million) into Casengo. Our cloud application, launched in December 2012, is now used by over 2,300 businesses worldwide. In the age of social media, poor customer service can lead to real-time trouble. The minute Twitter and Facebook gave customers a voice, they used it to punish disservice: people love sharing their negative experiences with the world. ‘By treating social media posts with the same importance as emails, companies are on their way to gain more happy customers,’ says Floris van der Veen, our founder. ‘With Casengo, nothing slips through the cracks.’ Casengo mixes support software like Zendesk, and Freshdesk with chat applications like Olark, Zopim and LiveChat. By introducing a clever blend of email, chat and social media, Casengo helps businesses reply to customer questions faster and better. ‘Our software allows companies, however small, to offer live chat to their online visitors,’ says Floris. ‘On top of that, it allows their team to easily manage incoming emails and social posts.’

Gain and retain more customers

Here’s why messing up is a chance to excel at customer service

Many of us grow up to believe that ‘getting in trouble’ is bad. If you’ve done something that upsets your friend, mum or teacher, that’s a bad thing. You’re punished and/or forced to say sorry, and that’s that. This may well be true when you’re five years old and have stolen a few cookies from the cookie jar. But when you’re all grown up, saying an empty sorry isn’t nearly good enough. And it’s a missed chance: sorting out mistakes is a fantastic way to win customer loyalty. Check out these three examples of how messing up is really just a chance to show your customers what you can do.

  1. Short-term pain for long-term gain: the customer is always right, even when (s)he’s not.