At this moment, the biggest issue that most brands seem to be facing with their online presence is definitely control. While everyone is more than ready to talk about online engagement, and all the major brand are very happy to promote themselves on yet another media channel, their attitude towards the response of customers is not always so positive. There’s a huge inherent vice in this whole...
The road is not your final destination
Social media and internet came as quite a shock for the world of customer care. Through these new media, clients could get in contact with companies using a bunch of brand new channels and this created quite a messy situation. Many companies panicked: how can one tackle ALL these incoming messages, without getting lost in the madness?
Survey: The Best ‘Tone’ for Email Customer Support
A super interesting survey, dealing with a tough subject: how “casual” you should sound while dealing with customers?
From mindless enthusiasm to exaggerated fear: a brief history of customer care & social media
Everyday a consumer’s shopping experience becomes more mobile, social and visual, reason why more and more businesses are expanding online and almost any product or service is available via a click or a swipe.
Surprising piece of information: there is currently no existing standard for the acceptable customer service response time on social media. Bet you didn’t see that coming. There is a wall-to-wall consensus on the effective amount of weekly status updates and Tweets, but the subject of response time is still being debated in terms of comparison metrics and user expectations.
I recently stumbled on this pretty interesting article which offers plenty of good reasons for bringing customer care on social networks.
Every single media channel has its own unique set of rules and best practices: to ignore them means to ignore the “local customs”, which might make you look impolite and inappropriate.
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