Social Customer Service

  • Five reasons why you should invest in social customer service

    … depend on the complexity of the requests, the volume, and how well-equipped a company is to deal with them. But what it does provide is convenience. As Guy Stephens wrote in the ClickZ Intelligence Social Media Customer Service: Best Practice Guide: “People like to say that social is all about speed. I don’t subscribe to that view. Telephone…

    Search Engine Watchin Social- 11 readers -
  • Why are we so bad at social media customer service?

    … While social media marketing campaigns have always grabbed the lion’s share of the headlines, customer service is the area where the real battles for market dominance are being waged. Providing good customer service is not just about differentiation, it is business-critical. So… why is everyone so awful at it? There are a lot of reasons…

    Matt Owen/ Search Engine Watchin Social- 10 readers -
  • How to Develop Integrated Social Customer Service Strategies

    … From walking into a store with mobile coupons to following influencers on social media, today’s consumers have more control than ever over how and when they interact with brands. Just as marketers have to meet consumers wherever they are, consumers have the same expectation of their customer service experiences. A report from Software Advice…

    Inside Facebookin Social How To's- 15 readers -
  • How a Lack of Social Response is Hurting Your Business

    … got a real problem on our hands. In it’s most recent Sprout Social Index, they’ve calculated that 40 percent of messages need a response. And not surprisingly, 40 percent of customers leave a brand because of poor customer service. And on the reverse side, brands that engage with customers via social media earn an average of 33 points higher…

    Douglas Karr/ Marketing Technology Blogin How To's- 14 readers -
  • 5 Trends Shaping the Digital Travel Customer Experience (Infographic)

    … The travel industry is one of many that have been disrupted by digital innovations. More consumers are turning to online marketplaces to review their options and book travel. An infographic from SDL, a provider of customer experience management solutions, outlines how travel trends are shaping the future of the digital shopping experience…

    AllFacebook- 17 readers -
  • Report: Social Media is the Slowest Way to Resolve Customer Service Issues

    … Social media could be an excellent opportunity for companies to provide customer service. However, many companies fail to provide a positive, or even adequate experience. A whitepaper titled The State of Customer Service 2015 from The Northridge Group, examined current customer attitudes toward online customer service from more than 1,000…

    AllFacebookin Social- 18 readers -
  • Social Customer Service: Why It Pays To Meet Your Customers On Social Media

    … Did you know that 3 out of 10 people would rather reach out to a business on social media instead of picking up the phone? The growth of social media has transformed the nature of the conversation between businesses and their clients. Instead of occurring behind closed doors on a private phone line, the majority of customers’ questions…

    Hootsuitein Social- 7 readers -
  • Social Intelligence Platform Clarabridge Acquires Engagor

    … Clarabridge, provider of customer experience management software, recently acquired the real-time social engagement platform Engagor. Together, the goal is for Clarabridge offer an end-to-end solution for customer service and customer relationship management. Clarabridge already analyzes, collected and implemented customer feedback…

    Inside Facebookin Social- 13 readers -
  • Expand Customer Service with the WebsiteAlive App for Hootsuite

    … chats with support or sales teams. Whether you’re looking to speed up customer service or convert more sales from social, the integration of WebsiteAlive and Hootsuite empowers your business to bridge the divisions between social media, your website, and online chat to create a seamless customer experience. Learn more Integrate social media…

    Hootsuitein Social- 11 readers -
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