Posts Tagged ‘Customer Service’
In a time when offering strong social customer service is directly tied to protecting brand identity, what steps are major brands taking to engage with their followers effectively on Twitter?
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.
Customer service is an integral part of any business’ operations. Answering complaints, fielding questions and providing feedback can make or break your reputation. And Twitter offers a prime two-way communication channel for any business, whether bootstrapping or budgeting billions.
Got a question about that phone you just bought? You might want to take the old-school approach and wade through option after option on the company’s customer service phone line if this new study is any indicator.
Of the customer service questions sent to the top 25 online retailers on Twitter, only 44 percent were answered within 24 hours, and only two companies are guaranteed to actually get back to you.
While Twitter might be a fantastic marketing vehicle, more and more businesses are harnessing its power as a low-cost, high-impact customer care center. Answering complaints and questions on Twitter is a great way to engage one-on-one with your customers, while maintaining a public image.
Newly launched Engagement Index touts itself as the first company to actually measure businesses’ customer service efforts, providing industry-level reports to show how well companies are handling their 140-character-loving customers.
A new study has revealed the extent to which consumers, especially those in the younger demographic, are choosing social media for customer service ahead of more traditional methods, like email and telephone.
Sitel, a leading customer care outsourcing provider, surveyed more than 1,000 people across Britain aged between 16 to 64, and discovered the impact that social media has made on the consumer service industry.
NEXT PAGE >>