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

    … people privately share their opinions after a service interaction. Businesses can collect CSAT and NPS (net promoter score) data that can be compared across traditional service channels. Set expectations about being responsive. Twitter has a new support indicator and message button, which allow businesses to help people understand when they can expect…

    David Cohen/ AllTwitterin Social Twitter- 10 readers -
  • 6 Key Performance Metrics for Customer Satisfaction

    … representatives do need to be efficient to keep the phones answered, but not to the detriment of the customer they’re speaking to! Hold time is a great indicator of whether or not you have enough representatives to assist your customers. Support Articles Read – Having a great self-service resource library is a must if you want to both help…

    Douglas Karr/ Marketing Technology Blog- 14 readers -
  • How Facebook, Twitter Updates Improve Customer Service

    … for continual support. Promoted responsiveness: Pages now allow brands to promote how responsive they are to messages. Companies that respond to 90 percent of inquiries within five minutes can add a “Very Responsive” badge to their page. Additionally, administrators may opt, instead, for a badge that states the average response time explicitly. Not only does…

    AllTwitterin Social Facebook Twitter How To's- 17 readers -
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