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Posts Tagged ‘social customer service’

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.

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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.

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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.

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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.

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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?

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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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