All Posts Tagged Tag: ‘customer service’

Study Finds Businesses Are Still Pretty Bad At This

Study Finds Businesses Are Still Pretty Bad At This

Brands are getting more messages on social media than ever, but they aren’t getting much better at responding to them. This was a consistent narrative in the online business world last year, and in Q1 2016, it doesn’t look like much is changing. What can businesses do to be better at responding to messages on social media? Discuss. Last summer, …

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Twitter’s Expected Evolution Could Be Great For Businesses

Twitter’s Expected Evolution Could Be Great For Businesses

Change is coming to Twitter. The word is that Twitter will soon expand its character limit. It’s always been famous for 140 characters, but in the coming months, it’s poised to expand that limit greatly. From a business perspective, do you expect an increased character limit to make Twitter a more powerful tool? Share your thoughts in the comments. Earlier …

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Why You’re Probably Not Doing Personalization Well Enough

Why You’re Probably Not Doing Personalization Well Enough

SAP’s hybris released some interesting findings about how companies use personalization. In short, the company found that brands are failing at personalization at the expense of customer experience. Is personalization a significant part of your efforts? How do you personalize the customer experience effectively? Discuss. Hybris commissioned the study, which was conducted by Forrester. It polled 1,200 consumers and 200 …

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Yet More Business-Friendly Facebook Page Features Added

Yet More Business-Friendly Facebook Page Features Added

Facebook announced on Tuesday that over 50 million businesses are now using Facebook Pages and that these pages see 2.5 billion comments each month. The company also announced some new Page features for businesses. For one, you can now set the average time it takes for your page to reply to messages. This could be “within minutes,” “within an hour,” …

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Twitter Finds Faster Responses Lead To Greater Revenue

Twitter Finds Faster Responses Lead To Greater Revenue

These days, more and more people are reaching out to businesses on social media channels seeking customer service. On Twitter, they expect businesses to be listening, and they expect to be helped in a timely fashion. That doesn’t always happen, but businesses that make it happen stand to reap significant benefits. Are quick responses on Twitter a priority for your …

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Salesforce Infographic Looks At 2015 State of Customer Service

Salesforce Infographic Looks At 2015 State of Customer Service

Salesforce polled 1,900 “global customer service leaders” about their practices. Findings can be found in the new 2015 State of Service Report. “Just a few years ago, customer service was an after thought for most companies,” says Salesforce’s Matt Wesson. “If a customer had a good experience, great. If not, oh well. Today that mentality is ancient history. Successful companies …

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Businesses Really Need To Get Better At This (And Quick!)

Businesses Really Need To Get Better At This (And Quick!)

Both Facebook and Twitter have been giving businesses more tools to improve their customer service efforts, but when it comes to responding to messages from consumers on social media, things just don’t seem to be improving much. Do you struggle to respond to messages on social media? What do you see as the biggest obstacles? What would make things easier? …

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Google’s Apology for World Series Fiber Outage: Two Free Days

Google’s Apology for World Series Fiber Outage: Two Free Days

In terms of worst times for an outage, Game 1 of the World Series is pretty high on the list. Unfortunately, that’s what happened to many in the Kansas City area as their Royals took on the New York Mets Tuesday night. Fans flocked to Twitter to express outrage, disbelief, horror, and sadness over the fact that their Google Fiber …

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Time Warner Cable’s New Ad Strategy: Poke Fun at Crappy Customer Service

Time Warner Cable’s New Ad Strategy: Poke Fun at Crappy Customer Service

A few years ago, Domino’s Pizza started talking about how much Domino’s Pizza sucked. That sort of ad campaign – the we know we suck but now it’s going to be better campaign – isn’t new, but now it’s being utilized by a company that ranks near the bottom of pretty much every customer satisfaction survey out there. Time Warner …

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This Is A Disturbing Stat For Businesses

This Is A Disturbing Stat For Businesses

Businesses have a long way to go when it comes to online customer service, particularly on social media channels, which is where more and more people are seeking to interact with them. Are you making efforts to improve your customer service on social media? What steps are you taking? What steps should other businesses be taking? Discuss. Poor customer service …

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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

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

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

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?

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 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

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

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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‘Dear C*nt Martinez’ Writes Time Warner Cable in Letter to Customer

If cable companies weren’t so cartoonishly evil, they’d be really, really funny. Time Warner Cable, in an obvious attempt to show the FCC that they truly belong with Comcast, has gotten in on the name-calling fun. This is a letter to Esperanza Martinez. It appears Time Warner Cable has spelled her name incorrectly. Time Warner Cable calls customer "Cunt Martinez" …

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‘Super Bitch’ Is Comcast’s Latest Customer Insult

Just a week after winning hearts and minds by calling a customer “Asshole Brown” on his bill, Comcast is continuing this stellar customer service thing by slinging more insults at people. This time, it’s a 63-year-old Chicago area woman named Mary Bauer. Or, should I say “Super Bitch” Bauer. According to WGN, Bauer is pretty familiar with Comcast’s customer service. …

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Comcast Calls Customer ‘Asshole Brown’ on Bill, Continues to Win Hearts and Minds

Let’s say you’re Comcast. Let’s say, just for argument’s sake, that you’re the most-hated company in America. Let’s say that you’ve been the most-hated company in America for years now. Let’s say that the past year has been one long string of customer service mishaps and very public embarrassments for you. Now, one of your regional offices calls a customer …

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