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Posts Tagged ‘Customer Service’

Twitter Beats Call Centers For Customer Service [SURVEY]

Twitter Beats Call Centers For Customer Service [SURVEY]
The prevailing attitude among customer service providers seems to be that Twitter is a backup to their call center. Sure, it’s handy, but it’s not the primary place that consumers go for support.

However, new surveys beg to differ, and instead point to the growing importance of Twitter as a customer support tool.

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Outraged Farmers Take To Twitter With Anti-Panera #PluckEZChicken Campaign

In response to Panera Bread’s “EZ Chicken” Twitter campaign, which it was using to promote its antibiotic-free chicken, up-in-arms farmers have launched a Twitter counter-campaign using the hashtag #PluckEZChicken.

Here’s what’s going on.

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Social Customer Service At Its Best: Honda Responds To Tweets With Real-Time Vines

As part of a new ad campaign to promote Honda’s summer clearance sales event, the auto company is responding to customer tweets with real-time Vine videos.

Anyone who tweets to @Honda using the hashtag #wantnewcar, a push encouraging customers to swap their old cars for new Hondas, will get a custom Vine video in response.

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Bank Of America Demonstrates How Not To Conduct Customer Service On Twitter

In an embarrassing episode picked up by Gizmodo, Bank of America’s customer service Twitter account @BofA_Help made a downright fool of itself – demonstrating exactly how not to conduct customer relations on Twitter.

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How Are Top Brands Doing With Twitter Customer Service? [REPORT]

Earlier this year, social media analytics specialists Simply Measured conducted an analysis of how Interbrand’s Top 100 Brands were performing customer service on Twitter.

In a time when offering strong social customer service is directly tied to protecting brand identity, what steps are major brands taking to engage with their followers effectively on Twitter?

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More People Share Bad Customer Service Experiences Than Good [INFOGRAPHIC]

As if brands needed another reason to amp up their resources in social customer service: a new infographic from Zendesk posits that more people share their bad customer service experiences on social media than their good experiences (45% vs. 38%).

In addition, a full 88% of survey respondents said that they’d been influenced by online customer service reviews when making buying decisions.

That means that social listening is more critical than ever in managing your brand’s reputation, not to discount traditional customer service efforts.

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Why Are So Many Businesses Ignoring Tweets?

As Shea shared last week, while 91% of online adults use social media regularly, just 22% of businesses have a dedicated social media manager.

This means that on average, companies respond to just 30% of all feedback they receive from their social media fans.

Not only that: confoundingly, Twitter seems to be alone among social networks in this inadequacy on behalf of users. As Ragan’s PR Daily points out, though fewer retailers are active on Pinterest and Instagram, most that have active accounts regularly interact with customers.

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How Do Brands Do Customer Service On Twitter? [INFOGRAPHIC]

Customer service is an integral part of any business’ operations. Answering complaints, fielding questions and providing feedback can make or break your reputation. And Twitter offers a prime two-way communication channel for any business, whether bootstrapping or budgeting billions.

This infographic from ZenDesk explores how companies use Twitter for customer service – and how their customers feel about their efforts.
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Only 44% Of Customer Questions On Twitter Are Answered Within 24 Hours [STUDY]

Got a question about that phone you just bought? You might want to take the old-school approach and wade through option after option on the company’s customer service phone line if this new study is any indicator.

Of the customer service questions sent to the top 25 online retailers on Twitter, only 44 percent were answered within 24 hours, and only two companies are guaranteed to actually get back to you.
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How Well Is Your Business Doing Customer Care On Twitter?

While Twitter might be a fantastic marketing vehicle, more and more businesses are harnessing its power as a low-cost, high-impact customer care center. Answering complaints and questions on Twitter is a great way to engage one-on-one with your customers, while maintaining a public image.

Newly launched Engagement Index touts itself as the first company to actually measure businesses’ customer service efforts, providing industry-level reports to show how well companies are handling their 140-character-loving customers.
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