ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Timing Is Everything.

Customer Service 221

Customer Service B2B B2C Accountability 221

Nicereply

JUNE 2, 2022

Established companies like Apple and Amazon have their own dedicated customer service center to cater to customers’ problems. However, if you’re just starting, social media can provide everything you need for customer service. Run a social media audit.

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97

CSM Magazine

FEBRUARY 16, 2023

With 97% of Fortune 500 companies now using social media, s ocial channels such as Twitter and LinkedIn have become an integral component of business customer service strategies. This trend is expected to accelerate as companies seek out new ways to use social media for customer service needs.

Customer Service 64

Customer Service Best practices Feedback Service level 64

Win the Customer

SEPTEMBER 5, 2023

In today’s digital age, social media has become an integral part of our lives. Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate.

Customer Service 59

Customer Service Entertainment Feedback Customer centricity 59

CSM Magazine

SEPTEMBER 1, 2021

In a hyper-connected world, social media can be a key component of your customer experience strategy. Here are ten things you can do to help provide great customer service on social media. Visitors want to feel that they’re talking with someone real, even on social media.

Customer Service 93

Customer Service CRM Feedback Marketing 93

Helpware

JANUARY 3, 2023

Social media is a powerful tool that has become integrated into consumers’ daily lives. Nearly 59 percent of the global population uses social media platforms, with the average user spending roughly two hours of their day browsing through their social media accounts.

Customer Support 78

Customer Support Customer Service Advertising Accountability 78

Vcaretec

JUNE 6, 2022

Social media today has gained an extremely powerful and wide reach, worldwide. Today, this incredibly useful means is also being utilized for its immense customer care potential. Before selecting a professional or a team, ensure that they are well-trained for the job, as social media is a double-edged sword.

Customer Service 98

Customer Service Interactive Voice Response outsourcing Call Center 98

Fonolo

MARCH 6, 2020

These days, the odds are pretty high that a business will have a presence on social media, interacting with customers and promoting their product. If you are just getting started or you haven’t considered how you can use social media to benefit your business, it’s time. Response Times. Be Proactive.

Customer Service 122

Customer Service Call Center Contact Center Accountability 122

Anexa BPO

JUNE 26, 2023

In today’s digital age, social media has become an integral part of our lives, revolutionizing the way we connect, communicate, and consume information. It’s no surprise that brands have also recognized the potential of social media as a powerful tool for providing exceptional customer service.

Customer Service 52

Customer Service outsourcing Customer centricity Feedback 52

Ann Michaels and Associates

MARCH 5, 2020

The secret is out in living color on the cover of Consumer Reports – how to use social media as the last chance way to get some attention when unhappy with a product or service. This issue shares secrets to great customer service, and social media use is one of them.

Customer Service 64

Customer Service Wait times Customer Experience Management 64

kommunicate

JUNE 3, 2020

Nowadays, every business has a Facebook page, and your customers are likely to reach out to you via social media. However, most of the companies do not have a dedicated support team for social media. Therefore, it is crucial to connect your social media to your customer [.].

Customer Service 98

Customer Service 98

Expivia

APRIL 29, 2021

Customers aren’t as comfortable with picking up the phone as they are with sending an email. That’s a social change call centers need to be aware of. Contact centers should embrace digital customer service, and use best practices to take care of customers over the internet. What Is Digital Customer Service?

Call Center 90

Call Center Customer Service Best practices Contact Center 90

The Call Center School

JANUARY 29, 2020

Social Media has been adopted, by and large. Whether or not you’re an avid tweeter or adding to your Instagram story daily, it’s safe to say social media is here to stay. Well, most companies today have embraced social media platforms for marketing purposes, and that’s great!

Customer Service 84

Customer Service Call Center Marketing Contact Center 84

CSM Magazine

FEBRUARY 20, 2023

Have you ever wondered if the future of customer service can be social media? In this article, we will discuss how social media is rapidly changing the customer service industry. Social media is now an evolving contact channel integrated into the domain of customer service.

Customer Service 52

Customer Service Chatbots Personalization Customer Support 52

Bill Quiseng

DECEMBER 14, 2015

In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. Content Calendar.

Customer Service 151

Customer Service Best practices Feedback Personalization 151

CSM Magazine

FEBRUARY 3, 2020

Customers today are more demanding of brands, products and services than ever before. And this goes way beyond developing excellent products and services. Consumers now expect flawless customer service, as well. Consumers now expect flawless customer service, as well. Respond as Quickly as Possible.

Best practices 71

Best practices Customer Service Accountability Marketing 71

CSM Magazine

JULY 20, 2020

Your customers now expect you to be active on social media, so they can easily reach your customer service representatives through sites like Instagram to get their concerns and complaints resolved. Benefits and challenges of using social media as a customer support tool.

Customer Service 52

Customer Service Advertising Accountability Customer Support 52

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Customer Service 145

Customer Service Airlines Marketing Banking 145

Russel Lolacher

SEPTEMBER 8, 2020

To successfully embrace social media customer service, the focus of your interactions need to be far more in the intent and use of the tool than the tool itself and its features. And it’s those digital front line staff that have to be the right fit, for your customers and your organization. .” – Zig Ziglar.

Customer Service 69

Customer Service Transportation Personalization Management 69

Fonolo

OCTOBER 10, 2019

If you were to check your company’s social media mentions right now, there is a very good chance you would find customers trying to get your attention. Power , 67% of online users are leveraging social media to get in touch with companies for support. Some brands are funny on social media.

Best practices 73

Best practices Customer Service Call Center Engineering 73

Win the Customer

FEBRUARY 22, 2015

With 70% of customer complaints on social channels going unanswered, there’s a huge opportunity for organizations improve service experience simply by integration social customer service. Call Center Communication Customer Experience Social Technology Customer Service Feedback Social Media Training'

Customer Service 137

Customer Service Call Center Feedback Technology 137

CSM Magazine

FEBRUARY 28, 2020

Social media has become a hot topic in the customer service sector, and for good reason. A recent survey by NM Incite found that nearly half of all users of social media channels, like Twitter or Facebook, have used these websites to reach out to companies for service. 24/7 Customer Service Option.

Customer Service 52

Customer Service Surveys Accountability Sales 52

Anexa BPO

SEPTEMBER 19, 2020

Strong customer relationships are vitally important to any business selling a service or product. As the population’s behaviours around technology change and more people turn to online stores, customers expect convenient and easy communication from the brands they support and buy from. What Is Social Media Customer Service?

Customer Service 52

Customer Service Advertising outsourcing Customer centricity 52

Win the Customer

FEBRUARY 1, 2016

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your bottom line.

Customer Service 90

Customer Service Management Technology Customer Experience 90

Ansafone

SEPTEMBER 4, 2019

Every business around the globe works hard in offering great social media customer service, because a company’s success hinges in part on happy clients who get what they want. The post 3 Keys to Improve Social Media Customer Service appeared first on Ansafone Contact Centers.

Customer Service 48

Customer Service Contact Center Multichannel 48

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

Customer Service 181

Customer Service B2C B2B Customer Care 181

Provide Support

SEPTEMBER 22, 2015

Social Media in Customer Service. Complaining customers are, unfortunately, an inevitable fact of business life. The way you respond to and handle their complaints will determine whether your customers share on social media how terrible your company is or will remain happily loyal to your brand.

Customer Service 87

Customer Service Accountability Customer Support Customer Care 87

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

Customer Service 162

Customer Service B2C B2B Customer Care 162

ShepHyken

AUGUST 13, 2021

He writes about how successful, global brands use social media to deliver outstanding customer service experiences. Social media is a powerful tool that can encourage customers to acknowledge a job well done. Social media is a powerful tool that can encourage customers to acknowledge a job well done.

Customer Experience 357

Customer Experience Management Chatbots Accountability 357

Tenfold - Contact Center Blog

FEBRUARY 15, 2018

Instead of assigning social media to a separate department, many call centers are employing social media as an additional – and helpful – customer service tool. Customers, as it turns out, are responding positively. Why Does Social Work So Well in a Call Center Atmosphere? It’s Personal.

Call Center 90

Call Center Customer Service B2B Best practices 90

Vcaretec

FEBRUARY 17, 2020

In an era where every business is judged by what it publishes on Instagram, Twitter, and Facebook, social media customer service is a must for any business. So, how do you balance the in-person communications with online interactions and keep your customers happy? What is Social Media Customer Service Support?

Customer Service 55

Customer Service outsourcing Education Call Center 55

ChaseData

NOVEMBER 3, 2019

Social media customer service is the evolution of modern contact center business. If you don’t think so, just browse your newsfeed or timeline on your favorite social media platform and take note of just how many exchanges are happening between everyday users and company customer service representatives each day.

Customer Service 40

Customer Service Call Center Contact Center Management 40

NICE inContact

JUNE 14, 2016

Naturally, I did what many of my fellow millennials would do and took my issue to social media. Apparently their social media was as backed up as their contact center. Social networks like Facebook and Twitter can no longer be given the diminutive title of “Fad”. So, I left my favorite airline for another.

Customer Service 51

Customer Service Airlines Contact Center outsourcing 51