Customer Support

  • The Inbound Marketing Checklist: 21 Strategies for Growth

    As you can imagine, we get a lot of requests to publish infographics on the MarTech Blog. It’s why we share infographics every week. We also ignore requests when we find infographics that simply show that the company hasn’t made a great investment to build out an infographic of value. When I clicked through on this infographic from Brian Downard, Co-Founder of ELIV8 Business S ...

    Douglas Karr/ Marketing Technology Blog- 18 readers -
  • The Rise of Social Media Customer Care

    … with the interaction of a call center. Social media customer care is almost 63% cheaper than phone support, and it is more efficient than voice agents by 67%. First, 31% of people share their thoughts online after they have had a bad customer care experience. Second, not answering a complaint decreases customer advocacy by as much as 50%. Third, 30% of customers are more likely to go to a competitor if a brand doesn’t respond on social media. Statistics speak for themselves, so no need of further comments here! …

    Lawrence Tam/ Lawrence Tam- 7 readers -
  • How to Implement a Knowledge Base Solution

    …. Define an approval process by creating a workflow for subject matter experts to review, enhance, improve, and immediately approve knowledge base content. Enhance the search capability of your KBase by tagging articles thoroughly and implementing a solution that has robust and fast search capabilities. user satisfaction with better search capability…

    Douglas Karr/ Marketing Technology Blogin How To's- 23 readers -
  • 7 Free Resources to Get Better Email Marketing Results

    … Have a question about adding images to your email? Call us. Not sure how to make your email mobile responsive? Call us. Our award-winning support team — recently recognized with a Bronze Stevie® Award — is here to help. With 25,000 customer calls, chats, and emails on an average week, we know our customers want to talk to real people when…

    Miranda Paquet/ Constant Contactin EMail- 25 readers -
  • 20 Tips to Drive E-Commerce Conversions this Holiday Season

    … – explore different ways of pitching your discounts. Should you do 50% off, $25 off, or buy one get one free? Provide quality customer support – real-time customer support via live chat, social media, or phone can help overcome barriers to purchasing on your website. Make gift cards easy to purchase – when a visitor doesn’t have the perfect gift…

    Douglas Karr/ Marketing Technology Blog- 27 readers -
  • Twitter Debuts New Customer-Support Features for Brands

    … Social media users who are dissatisfied with customer support from brands often cite lack of response, and Twitter Thursday introduced two features to help businesses combat that perception. Businesses on Twitter can now indicate that they provide support via the social network, and those that do so will enable “provides support” details…

    David Cohen/ AllFacebookin Social Twitter- 18 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- 37 readers -
  • Brands Are Still Too Reliant on Engagement Metrics (Report)

    … in their understanding of how to leverage social media channels. However, 63 percent of businesses using social teams use them for marketing, 16 percent for communications, 5 percent within public relations departments and only 1 percent dedicate social media resources to customer support. Unfortunately, social customer service is definitely…

    AllTwitterin Social Facebook Twitter YouTube- 16 readers -
  • Don’t fall for fake customer support numbers

    … Don’t fall for fake customer support numbers Having problems with your Facebook account? How about your GMail or Office 365? Surely giant corporations like Facebook, Google and Microsoft have customer service numbers that you can call. Actually, they don’t. Gone are the days when you could call just about any company up on the phone to try…

    Greg's Cornerin Facebook- 14 readers -
  • Social Media’s Marked Effect on Customer Experience

    …. More consumers than ever are looking to communicate with brands via social media, and your company won’t be able to compete if you don’t join in. Every interaction matters, and ignoring customers is simply not an option — doing so will have a negative effect on customer experience, and in turn, hurt your bottom line. A Preferred Channel Do you know…

    Marketing Technology Blog- 26 readers -
  • Helpshift: 20% of Users Seek Help in Apps They Use

    … Helpshift, a customer support platform for mobile, polled 1.3 billion mobile devices over a six-month period, and discovered during that time, 20 percent of consumers actively sought help in an app they were using. Helpshift determined 284 million users searched for in-app support during the six-month time period, but only seven percent…

    AllTwitter- 21 readers -
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