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Posts Tagged ‘social media customer support’

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.

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5 in 6 Social Messages Sent to Brands Are Ignored

5 in 6 Social Messages Sent to Brands Are Ignored

Over the past year the number of social messages sent to brands has increased by a pretty staggering 77 percent.

More specifically, customers are sending twice as many messages that actually require a response from brands.

So: how many of those enquiries are being answered?

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Why Visual Content Matters in the Social Age [INFOGRAPHIC]

Why Visual Content Matters in the Social Age [INFOGRAPHIC]

I’m sure you know that visual content on social media can massively improve engagement. But just how important is it?

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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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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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The Real Cost Of Bad Customer Service [INFOGRAPHIC]

The Real Cost Of Bad Customer Service [INFOGRAPHIC]

Many years ago, in Twitter’s dark, early days (circa. 2008-10), if you complained about a brand or their products you didn’t really expect a response to your tweet. Indeed, if the company was even actively using Twitter it was surprising. So if they actually saw and proactively responded to your complaint? Inconceivable!

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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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Just 45% Of Brands Have Policy For Dealing With Customer Complaints On Social Media [STUDY]

Just 45% Of Brands Have Policy For Dealing With Customer Complaints On Social Media [STUDY]

Less than half of brands have effective policy in place for dealing with negative posts on their social media channels, reveals a new study from Social Media Marketing University (SMMU).

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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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REVEALED: Social Media Customer Response Times For All Major Industries [STUDY]

REVEALED: Social Media Customer Response Times For All Major Industries [STUDY]

In just a few years social media has quickly started to assume the lion’s share of customer support for brands, particularly those in the retail space, with consumers expecting that the real-time nature of platforms such as Twitter and Facebook should lead to a real-time response.

Alas, we’re still a long way off from that kind of turnaround, as new data from Sprout Social reveals that brands are still slow to respond to customer enquiries, although some industries perform better than others.

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