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

With the fame came a wave of social media engagement. New customers and fans of the show posted comments and reviews of Amy’s Baking Company to social media channels like Facebook, Yelp, Twitter, and Reddit. How can social media customer service help?

Social Media Influencer DISqualifications

NetBase

We’ve talked about avoiding Influencers Whose Business Is Influence and we’ve covered How to Develop Collaborative Social Media Influencer Opportunities , and now this piece explores the disqualifications that can throw everything into disarray – lots of warnings to heed here!

Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs

Comm100

Although social media isn’t quite as mythicized as it was in its youth, companies that haven’t already done so are flocking to sign up for this golden communication and marketing opportunity. Have one social media account per social media platform with shared ownership.

Top 13 Free Social Media Monitoring Tools

Brandwatch CX

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. If you are a social media rookie, this list of the top free social media monitoring tools might come in handy.

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?

21 Top Social Media Tools for 2019

NetBase

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Here’s an updated list of some of what’s out there right now, as well as what you should look for in a social analytics tool. Social consumers are constantly evolving.

21 Top Social Media Tools for 2020

NetBase

October 2019 Update: Trends change, technology advances, and correspondingly, social analytics and social media management tools become increasingly more powerful. What are the top social media tools to have on your radar in 2020? Tracking media mentions.

Using Social Media Insight to Inform Competitive Intelligence

NetBase

They could do so much better, pretty immediately, if they’d just let social media insight guide the way. What Social Media Insight Tells Brands . Rapid Decision-making with Social Analytics. Social Insight & Competitive Advantage.

21 Competitor Analysis Tools for Social Media and SEO

NetBase

Part 4 of our Social Media Analytics Guide contains all the info you could ever need about why competitor analysis is crucial, and what it entails. Because this is a new addition to the social analytics realm, you may have access to competitors they don’t have themselves!

Social Media Industry Report 2019: Consumer Packaged Goods

NetBase

Consumers’ photo-first social media sharing makes understanding what is resonating easier, but certainly not obvious – particularly from a competitor standpoint: Context Matters. Most social analytics tools cannot make this claim – not honestly, at least!

Social Media Industry Report 2019: Consumer Packaged Goods

NetBase

Consumers’ photo-first social media sharing makes understanding what is resonating easier, but certainly not obvious – particularly from a competitor standpoint: Context Matters. Most social analytics tools cannot make this claim – not honestly, at least!

POS System Support in the Cashless Society

TechSee

It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. But network failures are more common than you’d think, making POS system support essential. The Importance of Robust POS System Support.

System 148

21 Top Social Media Tools for 2019

NetBase

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. Here’s an updated list of some of what’s out there right now, as well as what you should look for in a social analytics tool. Social listening helps you find them.

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.

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.

Social Media Management And Its Benefits To Omni Channel Retail Stores

Magellan Solutions

There is a very big chance that every person reading this has at least one social media account. That just goes to show how essential social media is to the lives of modern day consumers like you and me, and how critical it is for businesses to pay attention to this fact.

Social Media Marketing For Insurance: Dos and Don’ts

ReviewTrackers

Social media marketing for insurance is experiencing major growth. While insurance providers recognize that social media marketing is essential to future growth, many struggle to keep up with the pace and drive real results from their efforts.

Applying Text Analytics to Social Media

MaritzCX

The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business.

Applying Text Analytics to Social Media

MaritzCX

The amount of customer feedback coming from social media channels is growing rapidly. Companies who don’t capture and analyze this feedback are missing or ignoring a large percentage of the valuable information that could be helpful to their business.

A Starter’s Guide to Providing an Efficient Social Media Customer Support

transcosmos Information Systems

But despite this new shopping behaviour, the old word-of-mouth method still lives on albeit taking a more modern approach: through the continuously evolving world of social media. Now, social media has turned into a place for business, too. Building a System.

4 Social Media Monitoring Tools for Tracking Your Brand

ReviewTrackers

They’re posting comments and creating conversations on channels like Yelp, Google, and TripAdvisor, on social media sites like Facebook and Twitter, as well as via status updates, check-ins, hearts, thumbs up/down, and tweets.

5 Awesome Takeaways from Our Social Media Week London Panel

NetBase

At last month’s Social Media Week London event, marketing agility was the topic of a panel moderated by NetBase VP EMEA, Michael (MJ) Paradiso. Charlie Marples , Social Media Insights Manager, Lloyds Banking Group. Social Listening Uncategorized

The Social Media Marketing Guide to Working With UK Influencers

NetBase

Social media marketing comes in many shapes and sizes, and regardless of which path you pursue, understanding the impact your efforts have on your target audience is mandatory – or at least it should be! Social sentiment is key to sorting this out, as it won’t always be obvious.

Applying Text Analytics to Social Media

MaritzCX

The amount of customer feedback coming from social media channels is growing rapidly. Therefore, many businesses are turning to text analytics systems and technologies to automatically process and analyze text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers

How To Share Online Reviews Proactively Using Social Media

Grade.us

It's not really all that common to see reviews used proactively, which is why social media sharing is so important. Social networks like LinkedIn and Facebook have virality built-in. Which social media sites allow you to share your customer reviews?

Why You Should Use Social Media for Business

LiveChat

One of the strategies helping to grow your business is introducing your brand to the world of social media. For you, it means that social media give you the opportunity to introduce your brand to millions of potential customers! Social media for business: yes or no?

Social Media Emerges as Wireless Customer Service Channel of Choice

CSM Magazine

Could social media be realizing its true calling as the ultimate customer service channel? Power, overall satisfaction is highest when customers ask questions or make requests of their wireless carriers via social media.

The Pros and Cons of Implementing Social Media into your Customer Service Strategy

Second to None

It is an irrefutable fact that social media has penetrated the corporate domain. So, what are the benefits of implementing social media into your customer service strategy? Social media offers an efficient way for businesses to offer rapid assistance on a familiar and easy-to-navigate platform. Social media gives businesses the opportunity to provide personalized service to customers. Or perhaps they do not use social media at all.

5 Tips for Social Media Customer Service

CSM Magazine

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. Many brands though still need to grasp the nettle on full social media integration.

4 Types of Social Media Customer Complainers (and How to Deal with Them)

transcosmos Information Systems

When it comes to giving feedback, consumers are likely to complain or rant via social media instead of telling the brand directly because for them, it’s easy and safe. Brands, on the other hand, have much to lose with complaints on social media.

How Social Media Can Source Maps for Venice Flooding and Other Natural Disasters

NetBase

Social media listening is key to sourcing these events, particularly flood maps, and to getting help to those affected by natural disasters. And social media offers a largely untapped resource for exactly that. Five Ways Social Sentiment Could Save Companies Millions.

Top Building Blocks to Create the Perfect Large Social Media Team

Clarabridge

In order to handle all customer queries on social media, you need to have the right resources to be able to manage all mentions. Needless to say, your social media team is an integral, essential part of your company’s success to drive and improve customer satisfaction.

The Top Five “Must Have” Contact Center Phone System Features

NICE inContact

If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: Built-in Reliability and Disaster Recovery.

5 Reasons Social Customer Service is Still Subpar

Experience Investigators by 360Connext

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. We expect ALL companies to be responsive when we go to them via social media. In my opinion, here are the biggest mistakes in social customer service: 1.

LinkedIn Fine-Tunes its Excessive Email System

Think Customers

Customer Engagement Data Analytics Social Media homepageLinkedIn sends a lot of emails. It's common for members to receive email notifications about everything from work anniversaries to contact requests and new posts.

Here’s a Smarter Use for Social Media

Bain

Social media has opened up vast new ways for companies to get to know their customers—what they like, what they hate and where they shop. But anyone with a Twitter handle knows that social networks are littered with inane noise.

4 Ways to Take Control of Your Social Media Campaign Experience

Win the Customer

Social media is such an amazing tool to build your business, establish your brand, and most importantly connect with your customers. Understanding the social media game can truly be an uphill battle for some. Use Automated Systems.

What Makes Up An Effective Customer Relationship Management System [Infographic]

transcosmos Information Systems

Every company needs a system to organise, manage, monitor, and enhance the quality of service and experience they provide to their customers. This is where the value of a customer relationship management (CRM) system lies for your business.

Encouraging customer feedback through social media

Very Best Service

Social media is making a two tier system more difficult to organise as the good mixes with the bad. But, is this segmentation approach going to succeed by containing the less positive stories or is it a serious threat to the holistic nature of social media?