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Posts Tagged ‘social media customer service’

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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Twitter Beats Call Centers For Customer Service [SURVEY]

Twitter Beats Call Centers For Customer Service [SURVEY]
The prevailing attitude among customer service providers seems to be that Twitter is a backup to their call center. Sure, it’s handy, but it’s not the primary place that consumers go for support.

However, new surveys beg to differ, and instead point to the growing importance of Twitter as a customer support tool.

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How Social Media Is Transforming Customer Relationship Management [INFOGRAPHIC]

How Social Media Is Transforming Customer Relationship Management [INFOGRAPHIC]

Half a billion tweets are now published on Twitter each and every day, and a huge percentage of these messages are from customers interacting with brands, and vice versa.

Accordingly, social media is transforming customer relationship management (CRM), and consumers expect results: one in four Facebook and Twitter users think that companies should reply to their complaints on social media within one hour, and two-thirds expect a same-day response.

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Customer Service Tips For Social Media Marketers [INFOGRAPHIC]

Customer Service Tips For Social Media Marketers [INFOGRAPHIC]

If you’re a retail brand using social media – or really anyone implementing platforms such as Twitter and Facebook who has a product or service to sell – ensuring that your marketing is on point is not enough. Not if you want to really excel.

You need great customer support. In fact, it has to be world class.

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Why The Smartest Brands Race To Respond To Consumers On Social Media [INFOGRAPHIC]

Why The Smartest Brands Race To Respond To Consumers On Social Media [INFOGRAPHIC]

Did you know that 82 percent of companies believe that they provide superior customer service on social media?

Sounds great, right? Unfortunately, 92 percent of consumers disagree.

Uh oh.

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3 Tips For Effective Social Media Customer Service [INFOGRAPHIC]

3 Tips For Effective Social Media Customer Service [INFOGRAPHIC]

Over the last few years there’s been a huge shift towards using platforms such as Twitter and Facebook for customer service, with one in three social media users preferring to contact companies via these channels than over the phone.

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Social Media’s Impact On Customer Service [INFOGRAPHIC]

Social Media's Impact On Customer Service [INFOGRAPHIC]

Did you know that 42 percent of consumers expect a response from brands on social media within one hour, and three in five (57 percent) believe that a brand’s response time should be the same on the weekends as it is Monday through Friday?

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How Fast Do Consumers Expect A Brand To Respond On Twitter Vs. Facebook Vs. Email? [INFOGRAPHIC]

How Fast Do Consumers Expect A Brand To Respond On Twitter Vs. Facebook Vs. Email? [INFOGRAPHIC]

Just how important is great customer service?

This infographic by KISSMetrics examines the impact customer service has on businesses, plus consumers’ differing expectations on social media platforms like Twitter and Facebook vs. online forums and 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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Best Practices For Social Media Customer Service (And Why It Benefits ROI) [INFOGRAPHIC]

Have you heard? Social media is changing the world.

In business, brands are using platforms such as Twitter and Facebook to raise awareness of product and services, drive engagement and boost website footfall and sales. Increasingly, they’re also using these channels for customer service, with firms that excel in this area often enjoying a trickle-down effect on their bottom line.

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