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Top : Social Networks and Customer Service : Page 3: There's a move to use social networks as contact methods to improve customer service. That's what is in this section - details, hints, case studies.
Articles:
7 Ways to Deliver Excellent Customer Service Using Twitter | The Success Center - by Rod KirbySocial networking sites like Twitter are excellent communication platforms, but what does that really mean for YOU? Well, if you're a small business owner or entrepreneur . . . a lot actually. If you're not making connections, building a community around your brand, or marketing yourself on Twitter then check out my e-book, The Entrepreneur's Guide to Twitter Success for my best advice on how. Today, I want to show you how you can use Twitter to deliver excellent customer service in your small business. (Added: 28-Dec-2010 Hits: 355 )
5 Reasons Twitter Sucks For Customer Service - - by Tom Martin
There I wrote it. That's right... when you stop and think about it, Twitter really sucks for customer service.""And that's coming from a guy who has written in the past about how to use social media to recover from a customer service disaster. Or how companies have successfully used Twitter to deliver a better customer service experience. Yes I, like many of you, am a huge beliver in and user of Twitter as a customer service tool. I rarely call 1-800 numbers any more, instead I just find the company on Twitter and tweet them. It usually works. So why am I now writing this? (Added: 7-Mar-2011 Hits: 274 )
Customer Service Meets Social Media: Best Practices for Engagement | CustomerThink - by Customer Think
Free whitepaper, required registration. As big a game changer as social media is, the basics for providing service still apply. You will have to adapt to not owning the channel and you'll need to redefine your agent's guidelines for engagement. Download to learn more social contact center best practices. (Added: 25-Nov-2009 Hits: 437 )
Social media like Twitter change customer service - USATODAY.com - by Jan Swartz
More than half of the Fortune 100 companies are using Twitter for customer service, recruiting employees, blasting news and announcing promotions, according to the study by public relations firm Burson-Marsteller and its digital-media unit, Proof. Yet a recent Deloitte survey concludes that organizations continue to struggle to harness social media's full potential. (Added: 13-Dec-2009 Hits: 336 )
The Future of Twitter: Social CRM « Web Strategy by Jeremiah Owyang | Social Media, Web Marketing - by Jeremiah Owyang
I get asked over and over: "How do you think Twitter will monetize? What's their business model?" While it's clear they're already experimenting with 'house' ads, ads that promote features of their service, I'm not sure that's going to be the right direction for them. We already know that click through rates on social networks are low, why? because people are there to communicate with each other -not search for information like Google or on a media site. It's possible they could turn on ads in the search tool, as people are seeking information. Yet all of these tactics have been done on other social sites, I think that Twitter has a unique opportunity to tap into the lucrative CRM space. (Added: 25-Nov-2009 Hits: 514 )
How social will bolster customer service call centers in 2012 - by Paul Sawers
Some insights from Josh Marsh, CEO, on where things will be going regarding social media and customer service/CRM during 2012. (Added: 24-Dec-2011 Hits: 201 )
10 Reasons for Taking the Conversation Off Twitter - Zengage, the Zendesk Blog - by Steve Chipman
As an increasing number of customers simply tweet their customer service issues to vendors -- often because it's perceived as too much effort to find a vendor's conventional customer support channels -- it becomes more important for vendors to find a seamless way of transferring a conversation off Twitter and into its preferred support channels. (Added: 30-Mar-2011 Hits: 216 )
5 Challenges For Managing Customer Service On Facebook - by Bryan Person
Whenever I come across a Facebook brand Page with dozens of unanswered fan questions on the wall, I cringe. It's the digital equivalent of walking into a retail store and not finding a single employee to help you return a previous purchase or to tell you more about a product you're thinking of buying.""That's almost unthinkable, and yet, this poor level of customer service happens all the time across Facebook, including on Pages for high-profile companies and brands. The problem usually stems from poor operational planning and staffing coverage behind the scenes, coupled with vague communication to fans.""Is your company struggling to provide top-notch customer service to your Facebook fans? Talking through these five issues can help change that (Added: 24-Aug-2011 Hits: 421 )
70 percent of Companies Ignore Customer Complaints on Twitter - by Jay Baer
Oh, dear. Will nobody provide some in depth thinking on these issues? No. Ok. Here's an excerpt: Despite increasing numbers of customers using Twitter to publicly complain about brands, the vast majority of companies respond in the exact same way….with the quiet of contempt. (Added: 12-Oct-2011 Hits: 355 )
If You Build It, Will They Come? - by Angela Connor
We are living in the conversation age, where one-way communication is no longer enough. Savvy consumers with infinite choices across the web expect interaction and engagement, and those who can't deliver will find themselves at the end of the line. What that means is the days of broadcasting your message to the masses and reaping huge benefits are fading fast. The deepest pockets once delivered the biggest audience, but the audience can no longer be bought. It must be earned. (Added: 4-Feb-2010 Hits: 345 )
How to Get Customer Service via Twitter - by Sarah Perez
There has been a lot of talk lately of companies monitoring social media, be it Twitter, blogs, or social networking sites, for mentions of their company name and responding to customer service issues. Some of this interaction has been in the Twitter community, with Comcast being one of the more active participants as of late. Although in some cases, customers twittered their frustration after failing to receive the support they needed through traditional methods, in many cases, Twitter was the first place the customers vented their frustration, and then were surprised when they received a response from a support rep or company spokesperson.""But what we wanted to find out is which companies are using Twitter for customer service? And how can you get a company's attention via Twitter? (Added: 28-Dec-2010 Hits: 331 )
The Social Customer | What I Discovered About Twitter? - by John Burton
Twitter, Second Life, Mafia Wars: Enterprise-Grade Business Tools or Silly Toys for Business Professionals?"" ""Twitter is on top of the world. Twitter is the soup de jour. Twitter is the new black. Twitter is the prom queen and the homecoming king. Twitter is, dare I say, its own religion. Yet in the back of my mind the question remains, is Twitter really a useful business tool, or is it just yet another toy for stressed-out business professionals?"" ""There's probably no easy way to say this without incurring the ire of the #scrm and #MonTwit crowd, and being branded as a heretic in the social CRM blogsphere. So instead of tip-toeing around, I will bravely come out and say it: "Read my lips. I have never Twitted (well, except maybe that one time in college, but I didn't actually inhale (Added: 7-Jan-2010 Hits: 258 )
Social customer care: A customer's perspective of social #custserv - by na
Interesting interview provides some confirmation to notion that reason people say they prefer social media for customer service is that other media are SO terrible. (Added: 8-Dec-2010 Hits: 246 )
Social media like Twitter change customer service (poor title, decent content) - by J Swarts
When Wes Harper's high-definition cable service went on the fritz a few months ago, he hopped on Twitter and tried to reach Comcast's customer service reps."At the time, it seemed the best course of action, given Comcast's sterling reputation on the social-media service.""But Comcast ignored him, pushing Harper, a 26-year-old digital-media strategist in Naples, Fla., to take extreme measures. He began a campaign of "flaming" Comcast with withering tweets. (Added: 28-Dec-2010 Hits: 253 )
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