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

Posts Tagged ‘social customer service’

7 Reasons Why we Use Social Media for Customer Service

7 Reasons Why we use Social Media for Customer Service

Earlier today we looked at an American Express study that suggested that less than 5 percent of users prefer social media for customer service enquiries.

However, while it may not be the first port of call, social is still an increasingly popular touchpoint for customers looking for a response from brands, with many turning to Twitter and Facebook after first connecting via their preferred channel (for example, email).

But why?

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!

Very Few Users Prefer Social Media for Customer Service

Very Few Users Prefer Social Media for Customer Service

About one in four (23 percent) of U.S. internet users have used social media for customer service purposes, but it’s the preferred channel for a very small minority, reveals new data from American Express.

Read more

Is Your Social Customer Service Ready for the Holiday Season? [INFOGRAPHIC]

Is Your Social Customer Service Ready for the Holiday Season? [INFOGRAPHIC]

Did you know that almost one quarter (23.4 percent) of customers will take to social media to vent frustration if their first channel of support contact doesn’t work out this holiday season?

Read more

Poor Customer Service? 15% of Brits Will Complain Via Social Media [STUDY]

Poor Customer Service? 15% of Brits Will Complain Via Social Media [STUDY]

After a negative experience with a brand or retailer, have you ever taken to Twitter to complain?

Read more

10 Lessons Social Media Can Learn From Traditional Customer Service [INFOGRAPHIC]

10 Lessons Social Media Can Learn From Traditional Customer Service [INFOGRAPHIC]

Social media has revolutionised many industries, with the business of customer service perhaps benefiting the most from these consumer-facing, highly-engaged platforms.

That’s assuming, of course, that you’re doing customer service well. Just because your business is active on social media doesn’t automatically mean you’re delivering first class support, and brands would do well to remember the tried and tested customer service methods of yesterday.

Read more

The 12 Days Of Social Customer Service

The 12 Days Of Social Customer Service

Social customer service platform Conversocial wants to help you prep for the impending holiday madness on social media.

Answering fan questions, addressing customer complaints and expediting effective solutions to guest issues can all be done via Twitter, and done so year-round. But this period of heightened digital activity lends itself to particularly sensitive and consistent social customer service.

Below, check out Conversocial’s helpful 12 Days Of Social Customer Service document, guidelines for using social media as a customer service tool successfully this season.

Read more

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

The 18-34 Age Group Is The Most Easily Annoyed At Slow Social Response Times [STUDY]

A new study by Havas Worldwide suggests that consumer expectations are very high for social responsiveness, and brands that fail to meet those expectations risk alienating a large portion of consumers.

Unsurprisingly, youth – defined as 18-34 years old – is the age group most easily annoyed by slow response time on social media.

Read more

10 Steps For Brilliant Social Customer Service [INFOGRAPHIC]

In less than a decade social media has changed the world and helped to reshape brands and businesses of all shapes and sizes across almost every industry throughout the globe, but it’s been particularly beneficial as a consumer service tool – both for firms and their customers.

Indeed, brands that don’t offer help via their Twitter or Facebook profiles, or are too slow to respond or ignore/mismanage customer complaints altogether, are quickly (and often ruthlessly) called to task. So what makes a good social customer support team?

Read more

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.

Read more

NEXT PAGE >>