Csat

  • It Pays to Provide Customer Service via Twitter (Report)

    … times more willingness to pay for monthly wireless plans than those that started with positive tweets. Aspect Research found that consumers perceive Twitter as “significantly less frustrating” than other customer-service channels , even preferring it slightly more than in-person interactions. Wayne Huang of Twitter’s research team added in a blog…

    David Cohen/ AllTwitterin Social Twitter- 14 readers -
  • 6 Key Performance Metrics for Customer Satisfaction

    … was some very angry customers who had to repeatedly call back in order to find a resolution. If you are going to monitor your customer satisfaction with regard to customer service and customer support, here are 6 key performance metrics you should begin measuring now: Hold Time – The amount of time customers spend on hold. Your customer service…

    Douglas Karr/ Marketing Technology Blog- 31 readers -
  • How Facebook, Twitter Updates Improve Customer Service

    …), but with Twitter’s new update, brands can privately request feedback from customers, as well. Using traditional NPS (Net Promoter Score) and CSAT (Customer Satisfaction) methods, companies can request customers to participate in surveys housed within Twitter. What’s more, that data can be easily stored on Twitter, and customer-service reps are able to follow…

    AllTwitterin Social Facebook Twitter How To's- 23 readers -
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