Tom HustonAugust 28, 2015 If you don’t already know, working as a customer service representative in an enterprise contact center can be one of the most daunting jobs in the world, and there are certain things that even the most even-tempered agents sometimes wish they could say to a disgruntled customer. Perhaps sensing those hidden … Continue reading Rise of the Social Media Customer Service Trolls
Adam BaetuAugust 25, 2015 Like many other things in the digital world, the success of email marketing campaigns often depends on the tools, platforms and resources you use. Most email marketers make use of services like email marketing now, MailChimp and Constant Contact to design and manage their email campaigns, lists and contacts, but there … Continue reading The Value of Using a Managed Email Marketing Service Vs Do-It-Yourself
Alleli AspiliAugust 18, 2015 According to the State of Customer Service Experience 2015 report released by The Northridge Group Inc., more than twice as many consumers use social media as the primary channel for making comments (8 percent), questions (7 percent) and complaints (6 percent) over problem resolution (2 percent). However, it also states that … Continue reading How to Win at Social Media Customer Service by Going the Extra Mile
Liz KislikAugust 15, 2015 According to an old Swahili proverb: “When the elephants fight, it’s the grass that suffers.” That’s certainly true in organizations where executives have ongoing disagreements. Whether the situation involves explicit, pitched battles, or covert, passive-aggressive resistance, it’s the folks lower down in the hierarchy who are most affected by the lack … Continue reading Who Defines Your Service Rules?
People are much more likely to recommend brands that personalize customer service interactions. It’s “an an easy step that brands can take” to build relationships, Twitter researcher says. Martin Beck on August 14, 2015 That brands should be “human” on social media has become a cliche. Worse, in some cases, brands take the advice too … Continue reading Twitter’s Advice For Better Customer Service: Get Personal
By Darla Grant-Braid August 13th, 2015 It’s time for businesses to reconsider marketing on Pinterest, aka the fastest growing social destination on the net (TechCrunch). When Pinterest first began to establish itself as a viable player in the social media game, legions of marketing and media professionals descended, created profiles, looked around and then they left. … Continue reading 5 Unlikely Service Industries That Should Be On Pinterest
Adam ToporekAugust 11, 2015 Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. On August 6th, Twitter released a Customer Service Playbook designed to convince … Continue reading Is Twitter THE Channel for Customer Service?
Daniel JamesAugust 7, 2015 Customer service platforms are continually evolving. Once, it was normal – even progressive – for a customer to call into a contact center and get support with whatever they needed over the phone. The idea of emailing a customer support team seemed futuristic once, and now it’s a standard option on … Continue reading Social Media: The Next Customer Service Norm
Zack FaganAugust 7, 2015 Everyone knows how important customer service is to an online business. What many people don’t realize though is that customer service is evolving. As consumers have become more focused on the internet and social media they expect solutions to their problems just as speedily as they expect a friend to answer … Continue reading 5 Tips to Improve Your Customer Service on Facebook
Fewer than 30% of questions to brands on Twitter were answered in Q2 of 2015. Twitter’s new guide will help businesses do better and cut their customer service costs. Martin Beck on August 6, 2015 Complaining about poor service on social media might be the new national pastime. But most brands are still doing a … Continue reading Twitter 122-Page Customer Service Playbook For Brands
