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.…

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…

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…

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…

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…

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…

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…

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,…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…

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…