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Posts Tagged ‘twitter customer support’

Brands On Twitter Are Still Slow To Respond To Customers (But They Are Getting Better) [STUDY]

Brands On Twitter Are Still Slow To Respond To Customers (But They Are Getting Better) [STUDY]

Historically, brands using Twitter for support have been notoriously slow in responding to enquiries from customers. Largely this is a question of scale – for the top brands, the sheer volume of tweets they receive day-in, day-out can be overwhelming, but the very public nature of Twitter means that those occasions where customer messages are given short shrift or ignored entirely can be easily observed by others, including competitors.

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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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Brands Respond To Customer Support Enquiries 8 Times Faster On Twitter Than On Email [STUDY]

Brands Respond To Customer Support Enquiries 8 Times Faster On Twitter Than On Email [STUDY]

Brands who offer consumer support on Twitter respond to tweets on average eight times faster than the typical brand email response, but only two in five successfully resolved the customer’s enquiry on the social network, reveals a new study.

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Just Half Of UK Digital Retailers Respond To Questions On Twitter [STUDY]

Just Half Of UK Digital Retailers Respond To Questions On Twitter [STUDY]

Slightly more than half of UK digital retailers responded to questions sent to them on Twitter in 2013, reveals a new study by MICROS taken in January of this year.

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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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10 Steps For Brilliant Social Customer Service [INFOGRAPHIC]

In less than a decade social media has changed the world and helped to reshape brands and businesses of all shapes and sizes across almost every industry throughout the globe, but it’s been particularly beneficial as a consumer service tool – both for firms and their customers.

Indeed, brands that don’t offer help via their Twitter or Facebook profiles, or are too slow to respond or ignore/mismanage customer complaints altogether, are quickly (and often ruthlessly) called to task. So what makes a good social customer support team?

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Why Are So Many Businesses Ignoring Tweets?

As Shea shared last week, while 91% of online adults use social media regularly, just 22% of businesses have a dedicated social media manager.

This means that on average, companies respond to just 30% of all feedback they receive from their social media fans.

Not only that: confoundingly, Twitter seems to be alone among social networks in this inadequacy on behalf of users. As Ragan’s PR Daily points out, though fewer retailers are active on Pinterest and Instagram, most that have active accounts regularly interact with customers.

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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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Social Media Users Spend 21% More On Brands That Exceed Customer Service Expectations [STUDY]

A new study has revealed that while an alarming nine out of ten Americans (93 percent) say that companies fail to exceed their customer service expectations, those that use social media for support, while far more vocal, wield greater influence and are likely to spend substantially more.

In their third Global Customer Service Barometer, American Express explored customer attitudes and preferences towards consumer service in the U.S. and ten other countries, and noted that almost one in five customers (17 percent) had used social media at least once in the past 12 months to obtain a service response. While a minority, this group of consumers is actively engaged and vocal about the brands they choose and the service that they receive, but are loyal to businesses that exceed their expectations – social media users are willing to pay a 21 percent premium on brands that deliver great service, compared to just 11 percent for those who do not use social media.

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