In this latest era of social media, many brand presences have either been originating from, or spanning to include the customer service department. On the surface, it makes sense: this is the department of the company that handles communication with individuals.
In practice, though, it's usually a shortcut that lacks a real content strategy for social media, leaving the brand open to all kinds of liability instead. How? Because of a simple turn of phrase used on the phone all the time: starting out by saying your sorry.
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Never Say You're Sorry In Social
Posted by Michael Leis on March 25th, 2013 at 12:53 pm
Tags: content strategy, customer service, Social Media
Posted in Emerging Platforms | 2 Comments »
Facebook as a Customer Service Support Tool
Posted by Mike Gingerich on January 21st, 2013 at 1:28 pm
Facebook Page as a Customer Service Support Tool
Social Media use by persons of all ages continues to grow. Facebook is the most used social media tool by people across the world. Social Media is not a fad, it's penetrated to become part of our fabric as a society. As businesses have seen this change, they have responded to incorporate social media as part of their business strategy.
Many use Social Media as part of a sales and marketing strategy but increasingly we are now seeing Social Media, and particularly Facebook, used by businesses as a fast and efficient support and customer service tool.
Here's how Facebook Pages specifically, can be used as a support channel for a business:
As a Announcement Tool
A brand Facebook Page can be location used as a announcement tool for service issues. For example, if there is a new product update, a organization can post a message on their company Facebook Page to let users know the details about this change. This is a pro-active way to get a message out quickly where customers, fans, and subscribers can see it and potentially Like, Comment, or Share the news. The more fans share the news or comment, the further the... Read more
Tags: customer service, Facebook, facebook apps, social media as customer service, tabsite
Posted in Social Media | 2 Comments »
Tis the Season for Bolstering Your Social Media Customer Service
Posted by Tara Meehan on December 15th, 2012 at 12:29 pm
The other night I was watching Miracle on 34th Street, the unfortunate color version, and it got me to thinking. No, not about my blog post from last year (shameless plug for interested readers) but about customer service in general. The importance of ongoing communication with your brand ambassadors in the social space is almost immeasurable. Done well and you can have customers for life. Done poorly and you’re looking at nothing but coal tucked in your stocking and thrown at your head. This is pretty much agreed upon across all industries. So then why do some industries spend so much time ducking and weaving and so little time conversing?
There are a variety of factors that contribute to being socially challenged. Take highly regulated industries like pharma, finance, and healthcare for instance. Maintaining compliant yet engaging language can be tough. What’s more, reaching out to followers after listening to their tweets and posts can be even trickier. Tricky but not impossible. Compliance driven brands can develop and sustain meaningful relationships with customers by doing something they are not entirely familiar with – sharing thoughts and updates that have nothing to do with them. Companies in these sectors, especially in recent... Read more
Tags: customer service, Facebook, holidays, social marketing, Social Media, social networking, twitter
Posted in Opinions, Social Media | 5 Comments »
4 Ways Social Media Has Changed Customer Service Forever
Posted by Greg Kihlström on December 14th, 2012 at 10:18 am
Social media provides great opportunities for brands to connect marketing messages with its key audiences. That, combined with continually more sophisticated advertising on social media platforms, has created a unique marketing channel that favors engagement and conversation verses one-way communications.
According to a recent article in Time Magazine, 71 percent of people who receive positive customer service from brands are more likely to give a recommendation.Another study found that customers who previously used 1-800 numbers or tech support forums for their customer service needs are now adopting social media channels, which provides opportunities for positive brand dialogue. However, this has led to a number of changes for both customers and brands.
Social media has forever changed customer service through four ways in particular.
Tags: customer service, social customer service, Social Media, white paper
Posted in Opinions, Social Media | No Comments »
The Social Buyer Engagement Index
Posted by Tony Zambito on October 5th, 2011 at 10:18 am
Image by Ross Mayfield via Flickr
In my recent article, The Ascent of the Social Buyer, I made mention that social buyers today were exhibiting an internalized Social Engagement Index. The mention of a Social Engagement Index is not new. The people at Alterian have talked about a Social Engagement Index (SEI) as well as a Social Sentiment Engagement Index (SSEI). Recently, Brent Leary and John Hernandez offered a perspective for The Social Customer in a report called The Social Customer Engagement Index 2011. The report focused primarily on how companies are leveraging social tools and technologies to reach and engage customers in customer service interactions. It also pays note to how satisfied customers are with these interactions.
My mention of a Social Buyer Engagement Index is coming from a different direction. In my anthropological inspired studies, the interest has been on the value buyers today are placing on the ability of companies to provide social engagement capabilities. It is asking the question: are buyers today evaluating a company’s social engagement capabilities as part of the overall buying experience as well as social experience? Although in an embryo stage with further research warranted, I think we are beginning to see the emergence... Read more
Tags: Alterian, Brent Leary, business, Buyer, buyer experience, buyer experience cycle, buyer persona development, buyerography, buyerology, buying experience, customer service, Goal Centric, Social Age, Social business, social buyer, social buyer persona, social experience, Social influence, Social Media, Social network service, Tony Zambito
Posted in Creative Best Practices, Emerging Platforms, Opinions, Search, Social Media, Targeting, Websites, Wireless | No Comments »
