While consumers and brands are aware of the role social media plays in advertising and marketing, some remain unaware of how social media sites, like Twitter and Facebook, are also being utilized to facilitate customer service. This growing trend is often referred to as "social media customer service" and is becoming more and more popular among consumers active on social networks. As more consumers opt to address customer service [...]
Successful social customer service needs to be implemented from the top-down. Otherwise, social media customer service efforts, while meaningful, will have much less of an impact. A recent survey from Social Media Marketing University (SMMU) delved into the specifics of negative social media comments and how businesses go about dealing with social customer service, specifically complaints. The social customer service survey collected data from 1,036 marketers, social media strategists, [...]
As traditional and non-traditional methods of communication converge, businesses must be able to provide multi-channel customer service. Call centers, email, and online chat capabilities are not enough. Businesses face the challenge and responsibility of monitoring and responding to customer service issues through social media. Facebook, Twitter, Instagram, LinkedIn, YouTube, etc. - every social media network your brand or business is on, your customers and prospective customers are, too. Social [...]