AllFacebook InsideFacebook InsideMobileApps InsideSocialGames SocialTimes LostRemote TVNewser TVSpy AgencySpy PRNewser MediaJobsDaily UnBeige

Posts Tagged ‘customer service on Twitter’

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.

Read more

Mediabistro Course

Blogging

BloggingWork with a content strategist to discuss your brand, creative content, or business through blogging! Starting January 15, McLean Robins will teach you how to design, promote, and maintain a blog, develop an audience, integrate social media platforms, and build connections with your community with link sharing. Register now!

The Brand That’s Best At Performing Customer Service On Twitter [INFOGRAPHIC]

The Brand That's Best At Performing Customer Service On Twitter [INFOGRAPHIC]

After reviewing more than 40,000 tweets to gauge how well top U.S. brands use Twitter as a customer service channel, leading social customer service platform Conversocial released an insight-packed report titled “Tweet, Email or Call: Which Brands are Re-directing Social Media Complaints to Traditional Channels.”

The report found that 76% of conversations between customers and brands ended completely after the brand suggested the customer switch channels to either email or phone, and 19% of customers said they had already tried the suggested channel or strongly preferred addressing their issue via social media. Not only that, but brands then ignored 42% of customer tweets when the tweeter didn’t want to switch to phone or email.

Read more

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.

Read more

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?

Read more

Brands Must Be Ready To Respond In Real-time To Social Media Situations (Like This One)

American Airlines had a little problem yesterday when a computer glitch cancelled its flights, stranding travelers. The airline was slammed with angry tweets and found themselves in the midst of a potentially damaging social media situation, while trying to deal with everything else that went along with the outage.

We know your company probably isn’t a huge airline, but let’s think about this in scale: Do you have employees ready to monitor and respond to a company major event once it hits social media?

If your company has a “what to do when the media calls for comment” section in its handbook, but nothing about social media response, take a page from how American Airlines handles such situations – and then get to work on updating that handbook. Unless you’re a fan of learning things the hard way – then do nothing and await the inevitable communications nightmare.

Read more

Why Companies Must Monitor Twitter Beyond The @Mention [STUDY]

Did you know that, “on average, only 3% of tweets referencing companies carry the “@” symbol?”

What does this mean for your brand? If your company’s social engagement relies on being notified by Twitter when you get an @mention, you’re going to miss A LOT of tweets. Most of them, actually.

It’s time to learn how to listen better on Twitter.

And this study from Conversocial will show you just how dire the situation really is.

Read more

Why Isn’t Your Company ‘Social Intent Marketing’ On Twitter?

Have you ever tweeted a complaint to a company and been frustrated by the lack of response? Old news, right?

How would you feel about getting a tweet back from that company’s competitor offering a solution or a deal to switch to them? Sounds lovely, doesn’t it?

Well, it isn’t happening so much on Twitter yet, but things are headed that way – fast. And smart marketers are taking note.

Read more

Proactive Customer Service Made Simple: Conversocial

If your company exists and has customers, it should be monitoring social media – not only for complaints, but for leads as well.

Smart businesses know that keeping a customer makes MUCH more sense than finding a new customer to replace the one you lost. And they also know that while happy customers tell their friends about you and refer new business, unhappy customers tell the WORLD and can destroy you.

If making sense of the noise on Twitter gives your CEO heart palpitations, we have a service that will help you organize customer feedback and save that executive a trip to the ER.

Read more