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Posts Tagged ‘social customer support’

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?

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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?

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Customers Still Prefer The Telephone, Email And Even FAQs Over Social Media For Support [STUDY]

Customers Still Prefer The Telephone, Email And Even FAQs Over Social Media For Support [STUDY]

Two-thirds of brands say that improving their social media customer service is their most pressing issue for 2014, with six in 10 believing they will lose ground if they don’t adopt social customer service technology throughout the service operations, reveals a new study.

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Social Media Brings Power To The People [INFOGRAPHIC]

Did you know that 80 percent of companies are planning to incorporate social media into their customer service strategies in 2013?

And with good reason – the public visibility of an enquiry or complaint made online gives the consumer more power than ever, and brands that are slow to respond or (worse) ignore these support channels altogether are likely to pay a very high price indeed.

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Customer Service Is Going Social [INFOGRAPHIC]

Customer service is going social. A recent study revealed that 80 percent of companies plan to use social media for customer service by the end of 2012, and 71 percent of users who receive positive customer support through a brand on a social channel go on to recommend them to their friends.

More than 23 million people discovered new brands through social media this year – up from 18 million in 2010 – and 15.1 million refer to social media before making purchase decisions.

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Is Social Media The Future Of Customer Service? [INFOGRAPHIC]

Brand pages and profiles on platforms such as Twitter and Facebook have become enormously valuable for businesses looking to market products and services, raise awareness, boost website footfall and drive sales, but the two-way nature of social media has also meant that these channels are increasingly being used by consumers for customer support.

Indeed, almost eight out of ten (78 percent) of respondents in a recent survey believe that social media is the future of customer service. But brands still have work to do – another poll revealed that 71 percent of customers never received any kind of response from the company when they complained to them directly on Twitter.

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Social Media Only Plays A Small Role In Customer Service, Say Business Leaders [STUDY]

While almost three-quarters (71.2 percent) of companies use social media for customer support, and 87.5 percent have seen a positive impact from these channels, platforms such as Facebook and Twitter are still a small part of the total support structure for business leaders worldwide, reveals a new study.

Sixty percent of companies handle less than 10 percent of customer service issues via social media, with less than one in five (17.7 percent) handling a quarter or more of all support enquiries via these networks.

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