social media support - AllTwitter

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

Shea Bennett — Fri, 22 Mar 2013 06:00:04 +0000

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]

Shea Bennett — Tue, 26 Feb 2013 06:00:35 +0000

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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New Career Opportunities Daily: The best jobs in media.

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

Shea Bennett — Thu, 03 Jan 2013 08:00:35 +0000

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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New Career Opportunities Daily: The best jobs in media.

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

Shea Bennett — Thu, 22 Nov 2012 14:00:11 +0000

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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New Career Opportunities Daily: The best jobs in media.