SOCIAL CUSTOMER SERVICE REIMAGINED
At least from the past 2 years or so, social media not only is a platform used for brand marketing, but it is also extensively used for customer service. According to Q2 2016 Social Sprout Index, approximately 35% of customers preferred social media for customer service than traditional channels like phone and email. Facebook and Twitter are seen as the most important contact center for customers.
Continue reading “KPI’s and KRA’s for a social media customer service manager”
Customer Service on social media has evolved over a period of time. A brand’s image is impacted by the way they manage their customer’s concern online. As the best way to help an unhappy customer is to solve their problem, it becomes critical for brands to give resolutions on social media as opposed to simply responding to them. To explain our point better, let’s look at two popular airline brands to understand how both the approaches work.
Continue reading “Moving from Response to Resolution: A tale of Two Popular Airlines”
Fedex, DHL, UPS, Royal Mail and Blue Dart are the top 5 courier delivery businesses of the world. As their services are used by brands and people alike, customer service is anything but critical for them. To understand which courier brand provided superior customer service, an analysis was done for each brand. Using their Facebook and Twitter profiles, these brands were studied on parameters such as:
Continue reading “Benchmarking global courier service brands for social media customer service”
The volume of conversations customers have with brands on social media increases each year. While most brands know what to say to a customer’s query, few know how to. To clarify, we intend to highlight the way a brand sounds while conversing with a customer online. While replying to a customer, some brands mistakenly sound too formal and robotic. Sounding anything but warm or friendly isn’t the best approach when conversing with customers online.
Continue reading “Why Social Media Customer Service Should Speak in the Voice of Customer?”
Responding to customers online is a challenging job as a brand’s response might not always be what the customer wants to hear. However, proper training helps your social media agents respond to customers in a satisfactory and fair manner. It is said that learning happens either by one’s own mistakes, or by paying attention to those of others. Keeping this in mind, we have gathered from across the globe a few examples of how social customer care response should not be done. With this, you know how to train your agents.
Continue reading “Why Your Social Media Customer Care Needs to be Sensitivite?”
Socially responsive brands create happy customers. Every brand knows this and those who don’t are living under a rock. Social media is all about speed, fast likes, fast answers and faster resolutions. If a post is unanswered for a couple of hours it fizzles off and a new latest takes its place. Customers are forming opinions based on how responsive a brand is. The choice is simple — quick or dead.
Continue reading “Back your Customer Responses with Homework”
Social media represents a huge opportunity for brands to engage with their customers and a treasure trove of insights into what these customers think. Leveraging this opportunity by engaging with customers on social media and generating social media insights should be straightforward, but unfortunately is incredibly challenging to do especially at scale.
Every customer is important, that goes without saying. However, a customer service agent needs to set a priority of its customers for responses and it matters a lot to the brand for enabling an efficient response management process. Now, the question is on what basis you will prioritize your customer. You need to invest a bit of your precious time to identify your customer. Here are a few parameters on which you can decide your priority-
Continue reading “Prioritizing Your Customers for Responses.”