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Posts Tagged ‘online customer support’

How Social Media Is Changing Customer Service (And Why Big Brands Must Try Harder) [INFOGRAPHIC]

What do you do when you have a problem with a brand’s product or service?

You go online, right?

You’re not alone. Close to six in ten (57 percent) of customers search for a solution online before taking any further action, and they’re increasingly reaching for a brand’s social media outposts. Almost half of social media users (47 percent) have received customer care on a channel such as Twitter or Facebook, and 37 percent now prefer customer service through social media rather than by telephone.

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Mediabistro Course

Strategic Mobile Marketing

Strategic Mobile MarketingWork with the digital strategy director for Saatchi & Saatchi to develop a strategy for smartphones, tablets, and mobile devices! Starting October 21, Kayla Green will teach you how to optimize content for mobile, create responsive landing pages, and track and analyze all mobile efforts. Register now!

7 Ways To Provide Exceptional Customer Service Online [INFOGRAPHIC]

Did you know that a recent study revealed that almost four-in-five customers believe that social media will be the next tier of customer service.

Moreover, 48 percent now expect brands to provide customer service on social networks, and close to nine-in-ten (88 percent) are less likely to buy from companies who leave social media complaints unanswered.

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Twitter And Facebook Vs. Branded Communities – Which Is Better For Customer Support? [INFOGRAPHIC]

Cast your mind back, oh, five or ten years, to the days before social media had evolved into the behemoth we know and (mostly) love today.

Back then – in days of yore, as I like to call it – if you wanted online customer support from a brand you had to visit their website, find the contact page and send them an email. Brands that were ahead of their time – and prepared to do the moderation – installed feedback tools and, occasionally, support forums on their sites. Brave as they were, many of these attempts were folly, and plenty of businesses embraced the Get Satisfaction community customer support platform when it launched in 2007.

Fast forward to 2012. Now it’s all social, social, social. Where do most people go online when they’ve got a problem or complaint about a product? To the brand’s Facebook and Twitter pages, right? Wrong. At least according to Get Satisfaction.

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