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All Posts Tagged Tag: ‘customer service’

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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Comcast Says It’s Improving Its Customer Service, Offers $20 for Every Late Appointment

Comcast, still one of the most-hated companies in America, just announced what it calls a “multi-year plan to reinvent the customer experience and to create a culture focused on exceeding customers’ expectations.” Part of this initiative involves creating more than 5,500 new customer service positions. The company says it’s building three new customer support centers in Albuquerque, Spokane, and Tucson. …

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Is Facebook More Small Business-Friendly Than You Thought?

Facebook is dedicating more resources to trying to stay in the good graces of small businesses, even after it has continually made changes to its News Feed algorithm over the past year and a half, which have largely been detrimental to them. Do you think Facebook can still be a valuable asset to small businesses despite the organic reach issue? …

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Your Online Customer Service Needs To Get Better ASAP!

Thanks to technology it’s now easier than ever for consumers to connect with businesses and vice versa. Still, businesses aren’t doing the best job of taking advantage of this to provide their customers with the best service possible. What do you use as your main channels for online customer service? Let us know in the comments. PricewaterhouseCoopers recently found that …

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Comcast Is Hiring More Twitter Reps to Help All You Super Bitches

If you’d like to work for Comcast and handle angry customers on Twitter, well, they’re hiring. In fact, Comcast says it’s tripling its online @ComcastCares team, which handles customer service issues on Twitter and other social outlets. “So, today we are excited to announce that we are tripling the size of our social care team and giving them additional resources …

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Google’s Twitter Deal May Impact Your Reputation

Last month, we learned that Google and Twitter have struck a new deal to put real-time tweets back into Google’s search index after going without them for a few years. Google isn’t expected to implement tweets into its results in the same fashion it did when the two companies had a deal in the past (as in a never-ending stream …

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