Customer service - Tools - Social media
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The Changing Customer Service - Social Media
Due to Social Media the way customers are now serviced has taken a change. This change is for the good. Previously like all other things, we have experienced the good and the bad customer service and care that was implemented. There were some corporates who managed well, while the others managed to frustrate the customers even more. And it goes without saying, that though we have good possibility via the Social Media there will be some who will perform well and others who may not.
67% des entreprises ignorent les commentaires de leurs clients sur les médias sociaux
79% des entreprises pensent que la gestion de leur marque sur les médias sociaux et la réponse aux clients en temps réel représentent un avantage compétitif, selon une enquête PRWeek et MS&L Group menée aux Etats-Unis. Ainsi, 71% des entreprises incluent les médias sociaux dans leur stratégie de communication . Même si les entreprises sont présentes sur les médias sociaux, l’écoute du client est rarement suivie de conséquences. Ainsi, seulement 33% des entreprises présentes sur sites communautaires déclarent avoir apporté des modifications à leur offre suite à des commentaires de leurs clients. En d’autres termes, 67% des entreprises utilisant les médias sociaux ne font rien d’autre que d’écouter. Alors que les clients saisissent l’opportunité du communautaire pour faire des suggestions, l’entreprise semble être restée sur une approche traditionnelle du marketing.
Beth Arvin The best customer service is an instant, helpful response. Twitter is a real-time, direct line to customers and as a business owner, you should take advantage of it. Poor customer service has become the norm, so most people expect an annoyingly lengthy process when they give companies feedback. If you surprise them with promptness, you'll create a lasting, memorable experience between customers and your brand.
3 Ways To Use Twitter for Excellent Customer Service : Marketing :: American Express OPEN Forum
How to Deal with an Increasingly Difficult Customer on Twitter | Sprout Social: Insights
Recently, one of our blog readers contacted us asking us for some social media advice. It turned out that this business was fielding some increasingly negative feedback from one of its Twitter followers and they were not sure how to handle it. So they contacted Sprout Social: Insights and of course, we were happy to help. In fact, we figured that the type of problem they described was actually pretty common these days and that other businesses might benefit from the advice we had to offer. So with the permission of the business in question (by changing its name for this post) we offer you our best advice on How to Deal with an Increasingly Negative Customer on Twitter.
Twitter hasn't replaced the telephone for customer support yet, but the list of companies using it as a customer support channel is growing. Social media has given the customer an unprecedented soap box for venting about companies that do them wrong. Forrester talks about this as an "empowering" of the customer. And companies are scrambling to find ways to keep these customers satisfied.
How to Use Klout to Disempower Your Customers
Mettre en place un service client sur Twitter | CommentCaMarche
Twitter est devenu un espace de dialogue incontournable entre marques et clients. Lieu d'interactions privilégié pour marketer ses produits et services, la plateforme de micro-blogging offre aussi d'autres applications pour l'entreprise, notamment dans le domaine de la relation client. Alors, dans quel cadre installer son service client sur Twitter ? Comment s'y prendre, et quelles sont les règles à respecter ?
If monitoring conversations and knowing what you're listening for is the first ingredient in good online best practices, knowing when and how to respond is much more than good etiquette .
Conversation Agent: Twitter, Customer Service, and Good Brand Management
Maria Ogneva is the director of social media at Nimble , a social relationship management solution that transforms your entire community into business opportunity by leveraging the best of customer relationship management, social media and communication tools. You can follow her on Twitter at @themaria or @nimble , or find her musings on the company blog and her personal blog . It’s no secret that customer experience is one of the cornerstones of an effective business strategy. In all honesty, it should have been all along, but many companies chose to hide behind corporate walls and only talk to customers when it was convenient for them instead of when the customer needed them. There’s no need to belabor the point that social media has put customers in the driver’s seat.
Use Social Media to Create Better Customer Experiences
In a way it's ahead of where the Web experience is moving towards, which is semantic and contextual. It's ahead because it includes one very important element, which smart automation doesn't, yet - trust. The reason why we continue to talk about influence - online and off line - is that with the explosion of information, we're looking for beacons to guide us through that noise.
Conversation Agent: Customer Service is already Social
This post originally appeared on the American Express OPEN Forum , where Mashable regularly contributes articles about leveraging social media and technology in small business. Though the old adage that the customer is always right isn’t exactly true, listening to feedback from your customers is important for small business success. Feedback isn’t always easy to swallow , but it can be extremely valuable. Your customers are the ones who regularly use your products or services; their input and suggestions can help you make more sound business decisions. Further, encouraging customer feedback can also lead to better business relationships and stronger customer retention.
9 Web Apps for Gathering Customer Feedback
Tender Support organizes your customer care so you can focus on delivering the best service possible.
Tender Support — Support your product: Knowledge Base, Helpdesk, Forums
Image courtesy of Portland Copywriter When using social media to help with customer service, it’s important that messages aren’t just created when a crisis or issue occurs – they need to be structured, coherent and should fit with your over-riding business or brand strategy as a whole. Erratic responses that help one customer but don’t apply to other customers makes you look unsure of yourself and gives the impression that your organisation doesn’t know what it’s doing. 2. Give your customer service team access to current and existing data This will help to maintain uniformity across the board when it comes to problem solving through social media.