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Posts Tagged ‘social media customer support’

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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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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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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Best Practices For Social Media Customer Service (And Why It Benefits ROI) [INFOGRAPHIC]

Have you heard? Social media is changing the world.

In business, brands are using platforms such as Twitter and Facebook to raise awareness of product and services, drive engagement and boost website footfall and sales. Increasingly, they’re also using these channels for customer service, with firms that excel in this area often enjoying a trickle-down effect on their bottom line.

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How Social Media Is Changing Customer Service (And Why Big Brands Must Try Harder) [INFOGRAPHIC]

What do you do when you have a problem with a brand’s product or service?

You go online, right?

You’re not alone. Close to six in ten (57 percent) of customers search for a solution online before taking any further action, and they’re increasingly reaching for a brand’s social media outposts. Almost half of social media users (47 percent) have received customer care on a channel such as Twitter or Facebook, and 37 percent now prefer customer service through social media rather than by telephone.

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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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