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Posts Tagged ‘social media support’

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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Social Media Support: Why Customers Care About Customer Care [INFOGRAPHIC]

Did you know that close to half of all people worldwide expect customer support from social networks?

Unfortunately, 61 percent of users feel that companies do not communicate effectively with them on social media, and more than a quarter (26.3 percent) say they have waited up to 24 hours for a response from their favourite social brands.

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7 Ways To Provide Exceptional Customer Service Online [INFOGRAPHIC]

Did you know that a recent study revealed that almost four-in-five customers believe that social media will be the next tier of customer service.

Moreover, 48 percent now expect brands to provide customer service on social networks, and close to nine-in-ten (88 percent) are less likely to buy from companies who leave social media complaints unanswered.

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The 5 Types Of Social Media Complainers (And How To Deal With Them) [INFOGRAPHIC]

Social media has revolutionised customer support for many brands around the world, providing a cost-effective, efficient and proactive tool to manage enquiries, support issues and complaints.

Indeed, as your presence on platforms such as Twitter and Facebook grows, so too will the number of negative comments you receive. Your team will need to identify and separate legitimate complainers from “chancers”, reassure your best customers that their problem will be resolved, stay calm and professional and remember that, at all times, social media is an entirely public medium.

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In This Social World, 71% Still Prefer Telephone Customer Support From Brands [INFOGRAPHIC]

Did you know that a recent study suggested that 62 percent of consumers have used social media for customer service?

That’s a pretty hefty number. Indeed, brands throughout the world have been turning to social media channels such as Twitter and Facebook in an effort to reduce their support load, cut costs and, ideally, deliver a better experience for customers. By 2020, it is expected that over 90 percent of companies will have integrated social media into their customer care.

What a shame, then, that so many of them are getting it wrong.

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16 Percent Of Customer Support Enquiries Now Come Via Social Media [INFOGRAPHIC]

Did you know that 56 percent of customers who use social media to interact with an organisation say that they feel a stronger connection with that brand?

Moreover, 50 percent are more likely to buy products or services from a company that they can contact via social media. But firms shouldn’t give up on traditional support methods just yet, as just one in six (16 percent) of customers use Facebook, Twitter and the other major social networks to interact with businesses.

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Does Your Company Have A Social Media Strategy? [INFOGRAPHIC]

Social media has empowered businesses of all shapes and sizes across almost every industry to raise brand awareness, engage a global audience, boost website footfall and drive sales – providing they put in the work.

But it’s all about the conversation. Social networking by definition implies a two-way relationship, and brands need to be prepared to manage the bad with the good. No business model is perfect, and companies make mistakes. Are you ready to deal with the criticism?

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