SOCIAL CUSTOMER SERVICE REIMAGINED
The journey to transform negative feedback begins with empathy. Businesses must listen actively to their customers, engaging in a manner that goes beyond mere acknowledgment. Empathy in action can transform a negative interaction into a positive connection, laying the foundation for trust and long-term loyalty. Empathetic listening involves several key practices:
For brands today, the integration of conversational AI has the potential to usher in a profound shift from transactional customer service to the establishment of meaningful emotional bonds at an unprecedented scale. This transformative capability of AI, however, necessitates responsible adoption, where a delicate balance is struck between analytics, ethics, and cultural awareness. In this article, we will delve into the practical blueprint that brands can employ to harness the power of AI to enhance, rather than replace, human connections in customer service.
Continue reading “Automated Conversations: A Guide to Humanizing Brand Communications”
‘New Year, New Me’. The most joked about and most popular new year’s resolution is that of hitting the gym. People are going to try (and hopefully succeed) to get into shape. However, before they even start exercising, getting the right gear is the priority. What’s the point of going to the gym if you don’t look good in gym selfies for Instagram?
Continue reading “Which sports brand is scoring in the social customer care game?”
Budget hotels in India are on the rise! Understanding the rising need for affordable accommodation in India, many upcoming chains are strengthening their market position on the back of successful funding. It is no wonder that travellers are reaping the benefits from the rise of these companies.
Continue reading “5 key practices for budget hotel chains to rock at social customer service”
The holidays are finally here! Anyone and everyone is tuning in to their football games or watching the endless Christmas specials. It is also possible that people are binge-watching their favourite TV shows on their preferred streaming service. What if the streaming service were to go down at this time? While it may be a minor inconvenience for some, it might spell doom for those whose plans were to binge watch their favourite televised series! At such a juncture, the customer is going to turn to their streaming service’s social customer care for help. The key question is – are their concerns going to be resolved online?
Continue reading “Whose social customer care is around when your stream is down?”
Christmas is just around the corner, and if you’re done and dusted with your Christmas shopping, then good on you. You can sit back and relax while the rest of us scramble with our last minute shopping. Since most shopping is online now, we’re going to be shelling out the big bucks for express delivery. But what happens when that delivery is delayed and it’s Christmas with no gifts? Continue reading “Do Indian online retailers deliver good social customer care?”
According to BBC findings in 2014, more than 40 million Americans eat pizza in a day. When we talk about pizzas, names like Domino’s, Pizza Hut and Papa John’s come to mind. While these brands are known for their mouthwatering pizzas, do they provide good social media customer service?
Continue reading “Which pizza chain dishes out the best social customer care?”
Generally, big brands tend to face a crisis due to circumstances both within and beyond their control. While the former refers to brands which mistakenly shot themselves in the foot, the latter concerns unpredictable scenarios.
Continue reading “How can you prepare your social media agents for crisis?”
Having a great social media customer care process is vital for leveraging your brand’s goodwill online. But before anything, you need to understand how mature your brand’s social customer care process is, not for your audience, but for yourself.
The maturity of your customer care process totally depends on two important aspects, what is your turnaround time and how is your resolution quality. Hence, we would like you to take up a quick and simple self-assessment test that lets you explore your maturity level, with respect to your social media customer care process.
Continue reading “How mature is your social media customer care process?”
Millennials are the largest customer set in the United States; in fact, they are supposed to dominate the market in 2017 as per Forbes. As they often tend to spread their opinion of things they experience and also reach out to friends before purchasing anything, they demand seamless customer support.
Continue reading “Why redirecting millennials to other channels for customer support is a bad idea?”