Social Media Audit Tools

NetBase

Spring is a great time to perform a social media audit , to check in and ensure your brand goals are on track for the next quarter – headed towards back-to-school campaigns and ultimately the holiday season. Which tools are best for assessing your social performance?

You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why

Comm100

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform?

9 Unmissable Reasons Why You Need to Care about Social Media Customer Service

Comm100

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. With the fame came a wave of social media engagement.

Customer Care Evolves Alongside Social Media

Think Customers

In a world where consumers demand service when they want, where they want, social media rules. To explore why social care counts more than ever, we talked to Joshua March, author of book “Message Me” and founder and CEO of Conversocial, to get his take on mastering the platform.

5 Social Media Customer Service and Marketing Secrets from the Pros

Comm100

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer.

Identify Your Social Media Maturity & Advance Your Social Marketing

NetBase

Every brand could stand to do better on social – and not just from a social marketing standpoint. Each company can be found somewhere on the social media maturity spectrum and its sophistication (or lack thereof) comes with different challenges and opportunities.

21 Free Social Media Analytics Tools For Marketers

NetBase

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. WHAT IS SOCIAL MEDIA ANALYTICS?

2019 Global Social Media Market Survey Report

NetBase

Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. It offers the precise insight you need to inform your comparison, and your future social media marketing efforts.

Why Gamble Your Reputation over Social Media? Use Live Chat to Keep Conversations Private

Kayako

You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. Why is conventional wisdom so confused about social media’s place in customer support?

Social Media Customer Service Stats and Trends You Need to Know (Infographic)

Provide Support

With over 2 billion Facebook users, +700 million Instagram users, and +300 million Twitter users, it’s no longer enough for brands to be merely present on social media.

How Social Media Is Affecting Customer Service (Infographic)

Provide Support

Social Media in Customer Service. Complaining customers are, unfortunately, an inevitable fact of business life. However, it would seem that businesses are somewhat lagging behind with their customer service “responsibilities” online.

How integrating social media into the rest of the business will increase revenue

NewVoiceMedia

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other.

The 2019 EMEA Social Media Market Survey Report

NetBase

Our 2019 EMEA Social Media Market Survey Report answers that question, and more. Better understand customer experience and the consumer journey. Customer care. Which social listening tactics do they find themselves directing most of their energy toward?

Social Customer Care: What Every Marketer Needs to Know

360Connext

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social customer care is going to be with us forever. Care to join us?

Social Customer Care Cannot Be Ignored

ShepHyken

Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. Start by having an account on social channels.

12 Reasons I Want Customer Service on Social Media

Provide Support

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives.

Brands Ignoring Consumers on Social Media Are in Trouble (Infographic)

Provide Support

Gone are the days when we didn’t need to worry about using social media for customer support. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand.

21 Free Social Media Analytics Tools For Marketers

NetBase

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s about offering an overall customer experience that makes consumers feel seen, heard, and understood at the deepest levels. WHAT IS SOCIAL MEDIA ANALYTICS?

Mastering Social Media Reporting Series

NetBase

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Social Analytics

3 Most Important Ingredients of Social Customer Care

Provide Support

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service.

How to Turn Social Media Customer Service into a Marketing Strategy

ShepHyken

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service.

Top 3 Ways to Handle Bad Reviews on Social Media

Comm100

Social media. The ultimate double-edged sword of customer care. On the one hand, social media provides businesses with a premier location to engage with customers, address emerging problems, and discuss service improvements. Customer Service

5 Reasons You Need to Take Long-Term Social Customer Care Seriously

Russel Lolacher

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name.

Using Social Media Insights to Boost Your Marketing Strategy

NetBase

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. At Social Media Week, NetBase was joined by industry leaders from L’Oréal UKI, McCann and Huawei to answer just that! Social Listening Evolution.

How GM Uses Social Media to Listen and Engage Customers

Natalie Petouhof

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service.

Mastering Social Media Reporting Guide

NetBase

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Social Analytics

9 Effective Tips for Customer Service on Social Media

Comm100

The advent of social media has had a huge impact on the customer service industry. Here are nine tips on how to offer the most effective customer service on social media. Train Support Teams and Delegate Social Channels. Engage with your customers.

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software

Comm100

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the internet that media became democratized , and the one-way communication model between companies and customers was shattered.

How to Turn a Social Media Complaint into a Success Story (Infographic)

Provide Support

Customer service has shifted more and more online over the past couple of decades, and increasingly that means customers are reaching out via social media when they have an issue that they’d like you to resolve.

Maximize web content for social media customer service

Magellan Solutions

Any business worth its salt will have some degree of social media presence. The ubiquity of social media and the role it plays in the day-to-day lives of customers make it a powerful tool for social media customer service.

Social Media as a Service Channel: Are You Making These 3 Common Mistakes?

StellaService

Social media is part of your service channel mix, whether you like it or not. Granted, social represents a small percentage of your customer interactions. But among all your channels, social is the most visible. 3 Social Media Moves That Kill Customer Relationships.

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience? Changing this approach and perspective is the first step in becoming a brand that your customers love.

What’s the State of Social Customer Care in 2016?

BlueOcean

In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a toilet over talking with customer service. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience?

19 of the Best Social Media Audit Tools for 2019

NetBase

Spring is a great time to perform a social media audit , to check in and ensure your brand goals are on track for the next quarter – headed towards back-to-school campaigns and ultimately the holiday season. Which tools are best for assessing your social performance?

Social Media Customer Service: Are You Making These 3 Common Mistakes?

StellaService

Social media customer service is part of your channel mix, whether you like it or not. Granted, social media customer service represents a small percentage of your customer interactions. But among all your channels, social is the most visible.

Maximize LinkedIn for social media customer service and more

Magellan Solutions

With over 400 million users, LinkedIn is one of the largest platforms for professional networking and social media customer service. Primarily targeted at professionals, the site is excellent for widening your brand’s customer reach.

Differences Between Social Media Monitoring and Listening

Lithium

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree.

Differences Between Social Media Monitoring and Listening

Lithium

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree.

Differences Between Social Media Monitoring and Listening

Lithium

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree.

9 Social Media Listening Success Stories

NetBase

The case for social listening has been stated numerous times – and it’s a solid one. Not only does social listening lead you to important insights about your audience – it protects every aspect of your brand when you apply those insights. That’s how Hotwire uses social listening.