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All Posts Tagged Tag: ‘customer service’

Facebook Gives You A Guide To Page Messaging

Facebook Gives You A Guide To Page Messaging

Earlier this month, Facebook launched Page Messaging, which gives customers more ways to send private messages to businesses and Page admins ways to manage and respond to them. Users can send Pages messages through local awareness ads, and Pages will see an attachment that shows the ad that prompted the message. Once a user initiates a conversation, the business can …

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Here’s Why Twitter Just Became A Lot Better For Customer Service

Here’s Why Twitter Just Became A Lot Better For Customer Service

Twitter is rolling out a major feature that should help businesses better take care of customer service and engage with customers privately. It could also encourage customers to engage more with businesses using Twitter in the first place. A couple months ago, Twitter indicated it would lift the 140-character limit constraint of direct messages, and this week, it officially announced …

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Twitter Gets Serious About Helping Businesses With Customer Service

Twitter Gets Serious About Helping Businesses With Customer Service

We’ve been writing a lot about social media-based customer service lately. There have been numerous studies on the subject coming out in recent months, and both Facebook and Twitter themselves have been bringing it up a lot. This week alone, Facebook launched some new features for Pages to better respond to and engage with customers, and Twitter put out an …

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This Should Help Your Facebook Customer Service Efforts

This Should Help Your Facebook Customer Service Efforts

Businesses have new ways to improve their customer service efforts on Facebook, and should now be able to start doing a better job of responding to questions and concerns and just engaging with customers in a more helpful way. Do you intend to work on improving social media customer service or do you feel you’ve already been doing a good …

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Twitter Wants You To Be Better At Customer Service

Twitter Wants You To Be Better At Customer Service

As many opportunities as social media platforms have given businesses to connect with customers, many just aren’t doing it well to say the least. According to recent research from Socialbakers, the U.S. is near the bottom of the list for customer care on both Twitter and Facebook. For Twitter, we ranked 33 out of 37 countries. Twitter has released some …

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Is Your Social Media Customer Service Improving?

Is Your Social Media Customer Service Improving?

Over the past decade, social media has presented businesses with a tremendous amount of opportunities to reach and engage with customers and potential customers in ways that were never before possible. You would think that by now social media-based customer service would be nearly flawless given all of the tools companies like Facebook and Twitter have launched over time. Unfortunately, …

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Salesforce Brings Big Customer Service Features To Apps

Salesforce Brings Big Customer Service Features To Apps

Salesforce announced Service for Apps and the general availability of Salesforce SOS, which the company says will improve the in-app customer experience. “Service for Apps enables any company to easily embed multi-channel customer service – including live video chat with a customer service agent, live text chat, and click-to-call capabilities – directly into mobile apps, giving customers instant access to …

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Facebook Challenges Pages To Get Better At Response Times

Facebook Challenges Pages To Get Better At Response Times

For weeks (at least), some Facebook admins have been getting a feature on their Pages that show how well they’re doing when it comes to responding to messages from fans. Facebook appears to be taking things even further now. Now some admins are seeing messages from Facebook accompanying the feature, telling them they an earn badges for doing well. AdWeek …

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Guess Where The U.S. Ranks For Social Media Customer Care

Guess Where The U.S. Ranks For Social Media Customer Care

It’s no secret that businesses have a long way to go to improve their customer service efforts on social media, but a new report from SocialBakers shows that companies in the United States are absolutely terrible at this compared to those of other countries. The U.S. is near the bottom of the list for customer care on both Twitter and …

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Why You’re Probably Not Meeting Customers’ Expectations On Social Media

Businesses are falling behind on consumer expectations when it comes to social media. This isn’t anything new, but there is a new study out about it. The Northridge Group is sharing survey results finding that social media is basically being used a last resort with twenty-six percent of consumers turning to these channels when they can’t reach a rep through …

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This Facebook Feature Could Help Businesses Get Better At Customer Service

Facebook has a new customer service feature for businesses pages, which would enable them to serve a canned response to users who send them messages. Early comments about the feature are pretty positive, and it’s not hard to see why it would be well received given that response times are notoriously poor on social media. TechCrunch reports on the feature, …

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Comcast: We’ll Rectify Our Screwup Only If You Promise Not to Tell Anyone About Our Screwup

At this point, it’s a little too late for Comcast to keep the public in the dark about its customer service woes. Too many people have experienced the nightmare and too many stories have come out showing, for example, just how miserable the simple act of canceling one’s service can be. Comcast itself has already said it’s taking steps to …

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