24th of October 2013 by Rachel Tran
Last year in the UK, Natwest, RBS, and Ulster Bank suffered technical difficulties which prevented payments from happening over a two-week period, resulting in customers moving online to discuss their shared bad experience. Similarly, customers flocked to social channels to vent their frustrations earlier this year after Visa’s processing system went down across Canada.
Social crises threaten the reputation of brands, and are a challenge for any company on social media. Compounded with tight industry regulations, and the potential risk of exposing confidential information publicly, the financial service industry has been left unsure of how to interact with customers online.
23rd of October 2013 by Mike Schneider
Conversocial CEO Josh March once again appeared on Fox Business on Monday, this time to discuss how major brands like Walmart should be responding to customers - and potential trolls - on Twitter. Below are a few choice quotes. Click here to watch the full segment.
Melissa: Was it worthwhile for the Walmart employee to go on and engage this person [who responded to a Tweet by Walmart with strong criticism]?
Josh: If companies...think they can use social as a one-way marketing push, they're wrong. Consumers are there and they want to be heard. By showing that you're listening and actually helping customers through those channels, it can have a major brand benefit.
23rd of October 2013 by Joshua March
TrustRadius, a site where buyers can review enterprise software, today released The Buyers Guide for Social Media Management Software, which has been compiled from in-depth user reviews of 36 different vendors.
The information from real users allowed the TrustRadius team to clearly segment the different use cases for social media management software:
- Listening and sentiment analysis
- Social Selling
- Customer Care
17th of October 2013 by Anthony Thomas
In our previous blog post, in preparation for next weeks's Social Customer Service Summit, we looked at insight gained from the Top 10 Tweets at last year’s event.
In addition to sharing best practice, many brands also detailed how they personally deliver social care. Below we’ve outlined some great examples:
Comcast: Respond to Every Customer Equally
Last year, Kip Wetzel made it clear that Comcast’s approach is to deal with every actionable customer service issue equally, regardless of Klout score or any other indicator of influence. In fact, the general consensus was that Klout, and other numerical indicators of influence, are not useful for prioritizing service issues.
15th of October 2013 by Rachel Tran
Over the past week Twitter have made a number of changes which will affect how brands use the platform. The biggest implication for social customer service is an update to Direct Message (DM) rules which allows customers to get in contact with businesses directly and privately without the brand needing to follow them first.