The social customer service guide
Over 60% of consumers have taken to social media sites to complain about a brand. What's more - nearly one in five of us turn to social networks before any other channel when a complicated problem arises. Brands are having to chamge their customer support strategies to match this growing trend - but what's regarded as best practice and what are the common pitfalls?
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21st Apr 2016
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Just over four years ago, social customer service was mostly a paradoxical world, where consumers reached out to brands on Twitter,...
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While the onus is on organisations to dive into social media customer service as quickly and dynamically as possible, if this effort is...
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Businesses, whether they like it or not, are going to have to deal with their customers online; social media has driven a change in the way...
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Outsourcing is often deemed incongruous to customer service. In recent years, the business world has felt the full force of a growing...
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Social media may be emerging as a permanent fixture in the service channel landscape, but it has some unique idiosyncrasies that set it...
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Is social media now a legitimate service channel? Certainly research seems to indicate that customers are reaching out to brands on social...
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When social media first lit a fire under organisations, there were no case studies to learn from, no best practices to follow and no...
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For most businesses serious about social media customer support, setting up a brand profile on a social network and responding to...
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As the old saying goes: if you can’t measure it, you can’t manage it. And if you aren’t managing it, you probably can’t improve it. In the...
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In our guide to social customer service , we’ve assessed the need for delivering customer service across social networks. We’ve outlined...