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Posts Tagged ‘Customer Service’

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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15% Of Customers Aged 16-24 Choose Twitter, Facebook First For Support, Says Study [REPORT]

A new study has revealed the extent to which consumers, especially those in the younger demographic, are choosing social media for customer service ahead of more traditional methods, like email and telephone.

Sitel, a leading customer care outsourcing provider, surveyed more than 1,000 people across Britain aged between 16 to 64, and discovered the impact that social media has made on the consumer service industry.

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More Than 1 Million People Per Week View Customer Service Tweets [STUDY]

A new study from TOA Technologies reveals that more than one million people view tweets related to customer service every week and that more than 80% of those tweets are of a critical or negative nature.
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Fortune 50 Twitter Best Practices Discovered by Undercover Consumer Spy

What does it take to figure out which Fortune 50 is the best tweeter? Apparently, an undercover spy and a little bit of consumer-oriented tweeting. A new study looks at the top Fortune 50 companies on Twitter, and shows how a little experimentation can uncover a lot of facts.
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How Airlines Use Twitter – And Which One is Doing it Best [Infographic]

The airline industry is one of the most active on Twitter. They’ve been using Twitter for customer service, branding and promotions for years now. A data company which examines the social media impact of travel brands has released the first monthly Twitter infographic looking at how airlines actually use Twitter, and which ones are doing it best.
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How to Handle Website Downtime (Hint: Use Twitter) [Study]

If your website goes down, you’d better jump on Twitter. At least, that’s the lesson of a recent study prepared by Microsoft Learning and Psychster Inc.
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Over 180 Airlines use Twitter – but How Effectively? [Infographic]

There are more than 180 tweeting airlines around the world, sending out an average of over 4 tweets per day. And they’re getting quite good at using social media to engage with their customers. While you might experience delays at airport security, you will probably have a smoother experience tweeting with your preferred airline.
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Customer Service on Twitter Case Study: Bank of America

Companies are rushing to Twitter to increase their brand presence, but the really savvy ones are using it for more creative reasons. One of the best ways businesses are using Twitter is for customer service. They are engaging with customers who have questions, complaints and comments, all in 140-characters or less. However, customer service on Twitter is not as simple as setting up an account, planting a rep in front of a computer and reaping the rewards of a robust social media presence. We take a look at the Bank of America customer service Twitter account for our take on the pros and cons of customer service on Twitter.
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A Word About (Bad) Customer Service

In case you hadn’t noticed, Twittercism has been down the last few days.

A lot.

It’s been up some of the time, too, but that was only through sheer perseverance on my part. You see, the problem was caused entirely by my web host, 1&1 Internet UK.

On Tuesday, this site suddenly went dead, with no obvious reason. The blog couldn’t connect to the database that powers it, and when I checked my control panel, I was informed that this was because the database had been closed.

So, I called 1&1. 1&1 are notorious for their bad technical support, but in case you’re not familiar with the process, I’ll lay it out for you here.

There are three tiers of customer support found in most technical organisations. The first level deals with the high-frequency but basic queries that can be solved fairly easily. If level one can’t handle the problem, they bump it up to level two.

Level two represents a smaller but more technically-proficient team than can provide more in-depth support.

Level three is the technical support cream of the crop; there might only be a handful of these guys, but they know everything.

At least, on paper. That’s the system. It’s flawed and ugly but it works for most of the people most of the time, simply because something like 70-80 per cent of all technical problems are solved by the team in level one. Why? Because they are predominately dealing with queries such as, “Does Google have a website?”

It gets awkward when you have a level three problem. It gets really awkward when you know it’s a level three problem, but you still have to start with the people in level one. Here’s what happens:

  1. You spend 20 minutes on the phone with level one, explaining your problem
  2. They can’t handle it, so they transfer you to level two
  3. You spend 20 minutes on the phone with level two, explaining your problem
  4. They can’t handle it, so they transfer you to level three
  5. You spend 20 minutes on the phone with level three, explaining your problem
  6. They (hopefully) fix it

All this on a premium line. But what if they can’t fix it? What if they won’t, because they were the ones who caused the problem?

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