Social Customer Service

Building Trust in the Social Media Garden Whether you’re a start-up or a seasoned player, weaving sustainability into your online presence is key to turning followers into dedicated customers. Sustainability isn’t just a buzzword, it’s not just a trend; it’s a resonance with the values of the users scrolling through…
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Welcome to social snapshot, your go-to source for staying updated on the fast-paced world of everything related to social media. We’ve got you covered with the most recent highlights over the past week. Let’s get going and dive right in: Social Summit This exclusive event will challenge your perceptions of…
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Social media is no longer just a place to post pictures of your lunch. It’s a powerful tool for businesses to connect with their target audience and drive sales. As users climb to near 5 billion worldwide on platforms from LinkedIn to…
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A lot of things changed last year, so how can you prepare for what lies ahead? Discover which social media trends matter for 2023. In today’s blog, we look at some of the predictions offering an advantage to retain relevancy in an increasingly competitive market. Make brand-new resolutions When…
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Who knew pricing something for $8 could get so completely out of hand?
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Learn what is t average customer satisfaction rate by the industry and what are the main drivers of sentiment
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It doesn’t matter how well planned your social media strategy is or how good your product or service is; it is impossible not to receive negative comments on social media. Consumers are becoming more and more demanding, and brands are having a harder time meeting their expectations. So,…
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During the pandemic, we began spending much more time on social media and interacting more with brands online. Resulting in brands having to adapt and very quickly. Now, the restrictions are easing down, but audiences still have those high expectations of brands to communicate well with them, especially…
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  Designers know more about ‘trusting the process’ than anyone else. Though what we all need to understand is, there is a process to everything that we do and without trust and patience, we can falter at the first hurdle. When it comes to ‘Trusting the Process’ on social…
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It may not be the new kid on the block, but please, no ageism here! The Facebook platform is still VERY important to the digital ecosystem, in fact, it’s top 3 according to Comscore. So we’re here to give you the checklist of your…
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If you need some practical tips about community engagement on social, you’ve come to the right place! Audiences, whether in B2B or B2C are very unforgiving when it comes to how brands engage with them – more than ever, we want brands to be fast, human, clear and…
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What employees say on social matters. It can sometimes break a company and often raise it up. Your insides are on view. Yes, all the wonderfulness of your company and all the hidden skeletons (and messy, frayed, edges) are now shining clearly to your customers, your investors, your…
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Here we go again! Another rundown of the latest happenings in social media from the past week. So, sit back, grab a coffee and enjoy another edition of Social Snapshot!   Twitter is caring for the customer Online shopping is becoming increasingly popular and this means your digital…
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      Who doesn’t love a bit product tagging? Especially if you’re a business or creator. The process makes it so much easier for us, as consumers, to buy what we see in a post.   The latest company to jump on this, is none other than…
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New year, new… well, nothing? If you’re feeling like nothing has changed and the world of social media is as exhausting as ever, we’ve collated a few best-practice thoughts for you – you’re stronger than you think! Be agile, not fragile Change is the only constant… who said…
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It’s been a BIG week for social news. We’ve seen new features, new partnerships and details about what’s to come from all of the top platforms! To help you stay on track, we’ve rounded up a few articles… Let’s get stuck in   Instagram’s testing FAQ’s Instagram is working…
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  2020… what else is there left to say? A soul-sapping, up and down rollercoaster of emotions that has forced some to do the unthinkable. Yes, that’s right people. Christmas trees are sprouting up in front-rooms across the UK as families and friends alike look to ’light up…
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Can you quite believe that we are a mere few weeks from the end of 2020! For many, it can’t end quick enough, but for brand marketers, we KNOW there’s never quite enough time to plan for the year ahead. We’ve just launched our…
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Twitter is rolling out new settings that will allow all users to control who can reply to Tweets. It’s a feature they tested earlier in the year, but now we’ll all be able to start limiting who replies to our content. So, what does this actually mean? We…
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LinkedIn has been historically reticent to give in-depth follower information, or it has at least limited follower-specific features. When it brought back the option to invite your connections to follow your company page late last year, it implemented a limit of 50 invites per page manager, per day.
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Very few of society have faced anything like what we all front up to today. Fluid developments continue to alarm and challenge us. Businesses have been placed in a period of uncertainty whilst they seek support from the government. For now, all we can all do is follow the…
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In such unprecedented and uncertain times, social media platforms have become the go-to for keeping up to date with the latest news regarding Covid-19. Earlier this week we reported that social media activity had risen 25% over the last two week period – and this percentage is…
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If you, like us, find yourself suddenly working from home, figuring out new technology and ways of staying connected and bonded to your team on one hand, as well as navigating the current landscape in marketing on the other, we’re here for you. Rapid change and uncertainly can…
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That’s right, it’s that time of year when we all prophesied about what the future year will hold. We usually look back and back-slap the 2019 forecasts that bore a molecule of resonance and success. Some will make simple to prove assertions like ‘live video demand will increase’.
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If you’re a small business looking to grow and haven’t considered the potential benefits of using social media, you may want to keep reading. We’ve put a concise list together touching upon just some of the many reasons social media is an effective tool in helping grow your…
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Search engine optimisation (SEO) is a critical tool for any business as it can ensure you stand out in a very crowded online environment. But did you know that social media also has a part to play in your SEO plans? How? By tying into what Google looks…
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Creating and finding content to share on your social channels never ends, it is a lifelong commitment. And it is true that timely content is crucial to engage your following. But you don’t need to pressure yourself on just creating newsworthy posts; evergreen content can be posted in…
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If the last week few weeks in the world of social media x politics have taught us anything, it’s that the public does “give a toss” about the cut and thrust of social – even if this politician doesn’t think so. In October 2019, Twitter…
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As a consumer, you’d be forgiven for missing the change in product branding which occurred this week by Facebook. Sorry, FACEBOOK. Their announcements around the rebrand focus on their objective to be “clear” about which products belong in their wheelhouse. This effort may seem little…
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We recently saw the amazing Kipchoge run the marathon in under two hours. Kipchoge and his team achieved this after their dedication and focus over many, many months. So, you are asking yourself, what has this got to do with social? Here’s why! The big ‘C’ – commitment…
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Another week has passed, and my, what a week it has been! We’ve rounded up the best articles and updates, just for you. So, carry on reading, and we’ll get you up to speed with the latest happenings in social in no time.   Sorry, ads are coming to TikTok.
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  It’s curious that since Twitter doubled its character count to 280, people have become politer. The latest data shows that 54% more tweets use the word ‘please’ and 22% use the word ‘thank you’, which is probably making customer service more bearable. Another result from this change is…
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JD Wetherspoons has announced its exit from social media. You’re bound to have plenty of questions. Why come off social media? Will it hurt the brand? How about the long-term? Should other brands follow suit? We’re giving you the answers in this Serious Social. As a single-brand operator, the…
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  Many of its 44,000 Twitter followers were shocked at yesterday’s announcement that JD Wetherspoon will be closing all of its accounts across all social media platforms. The reasoning behind this bold decision however, remains relatively vague. Wetherspoon’s CEO, Tim Martin, listed a few reasons why he’s calling it…
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Snapchat have now made it possible to create your own AR lens. By launching a new desktop app that can be used on both Mac and Windows, Snapchat intend to make it easy to create AR objects and experiences on top of the geo-filters we all love! Snapchat have…
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Express yourselves! Say more with Twitter’s latest tweak We can all agree that saying everything we need to within the character limit on Twitter can become quite tedious and at times extremely frustrating! Yet somehow, being the super-species we are, we have adapted and now excelled at this.
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How many times have you swayed away from social content, thinking, “What pile of absolute fluff?” That’s right- you are todays customer- a well-informed, savvy and socially aware individual who has access to vast sources of data which hold the truths & certainly the untruths of a brand.
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We have all been fans of Buffer for a while here at Immediate Future. For those that do not know, Buffer is a content curation and scheduling platform. It’s great for recommending content, posting, and seeing the success of this activity. It plugs in to…
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Tone of voice is no longer simply a case of using your corporate brand tone on social – you now need specific guidelines (or the opposite, depending on your brand!) for social channels. Now, I’m not necessarily talking about the marketing messages, the sales posts or the brand…
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    Social media levels the playing fields to building a brand in the modern age. The ability to be able to connect with the world at the click of a button means that with the right message/product/offering anyone can build a brand. As an individual, talented musician…
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Governments, not always naturals for open government and publicity, are hoovering up opportunities to develop their cyber presence via social media. Perhaps in defiance of what we recently discussed in this blog on a retreat among UK investor relations professionals, both private sector boardrooms and governments are starting…
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The micro-blogging site Twitter recently dropped its 140-character limit from direct messages, in what less-is-more puritan fans saw as infidelity to its one-liner ethos. Already struggling as a loss-making social media platform, with fears for its sustainability, Twitter has braved the raised eyebrows and thinks it is onto…
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Customer service – a bugbear of many consumers, and the source of much frustration. Social customer service has long been seen as the much-maligned poorer cousin of traditional channels (call centre and email). But has the tide started to turn? According to Dimension Data, 35% of…
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More often than not, when customers are frustrated about a bad service or bad product experience, they will take to social to vent their experience. In doing so, this allows others to jump on the bandwagon and start chiming in with their equally awful experience. In many cases a…
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Before the early noughties launches of Facebook, Twitter et al, news cycles were longer and managing crises was a whole lot easier. Why? Broadly speaking, you only had to worry about the media backlash. Today (as we all know), social has added another layer of complexity. The…
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Here at immediate future, we have a mantra that social media is not the be all and end all, but it has fundamentally changed the way we communicate. And having spent some time over the last few months working with a client in the hospitality industry, I think…
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By adjusting your approach to social media during your businesses peak period, you could turn a stressful and potentially fearful time into a victorious experience delivering spadefuls of ROI. We’ve heard it before: “social can be your best friend or your worst enemy”. This is never truer than during…
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As we move through social media maturity, with some organizations already focusing on optimizing activity and performance based models, the question is – when does social media just become part of everything else? And what is the future of the social media department or even team?…
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At the back end of last year myself and a colleague delivered a social media training session to a customer service team – slightly different audience to the marketing bods that we are used to. And what was the purpose of the session? It’s actually something that we as…
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When the social world swarms around an issue or to protest, change happens (most of the time). In many instances this is for a greater good – for injustice, to correct a wrong, or defend a situation. From the world changing Arab Spring; to the recent, and heart-warming, search…
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Focussing on the elements that influence and shape user preferences online, The Social Consumer Study explores how connected consumers are in today’s ‘always on’ environment. What is clear is that buyers are far more likely to invest time, money and trust in an emotional brand – something…
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Ever since my first day here at immediate future I have taken a real interest in social media crisis management. It was my first social media project and I really enjoyed researching and reading about crisis management cases. I discovered many different success stories and found an array of horror…
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Social media is not simply a broadcast channel – and brands that use social media solely for this purpose are never going to get the most out of social media. Social media is a two-way conversation, so get prepared to join in. Social customer service has exploded in popularity over…
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Many marketers recognise the advantages in using social media, but those sentiments aren’t always shared. Particularly by the board. So the challenge is how to prove social value? We invited Richard Clark, former Online Controller at Argos.co.uk and a founding member of the Marketing team at Best Buy in the…
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So, I am sure over the past few days you have seen the Argos  “badman” tweets doing the rounds as examples of great social customer service. For those of you who haven’t seen the posts, here is the story… @Argos_Online YO wen u gettin da…
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Where would you ask a question or make a complaint about a brand? Via letter, phone call, email or social media? Customer service has rapidly progressed. Where once we would write a letter, walk it to the post office and expect a response within around 2 weeks, we now send…
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It feels like a while since I last blogged about social customer care, despite it being one of the areas of social media management and strategy that fascinates me the most. In my time spent working in social media, I’ve observed brands and businesses evolve their clunky social care processes,…
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Following on from Adam’s blog ‘From Monaco With Love’, and whilst I’m still buzzing from the excitement of managing the social media conversations around the IBM #SmarterCommerce Global Summit last week, I’d like to share some of the key learnings and insights the team…
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Socialbakers recently released its Q4 results for the best and worst performing brands on social media, defined by a brand’s level of attentiveness to its community.   I was immediately struck by giffgaff’s position at number four in the worst offenders list.    …
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I love to talk about social customer service. I think it’s fascinating and incredibly pertinent in our digital world. It also still amazes me how brands and retailers are still missing a trick! I’ve experienced this slow uptake for myself recently; waiting nearly 2 months for a replacement washing machine…
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2012 has been a thrilling year in the world of social media, and we’ve been busy keeping up with the rapidity of changes as and when they happen. As the year draws to a close we’ve chosen the top 5 blog posts of 2012. 1. Afraid of…
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Social customer service is no longer an innovative concept; for most, particularly the big names, it is now an integral part of customer service operations. The question being asked is no longer ‘Does your business handle customer complaints via social media?’ – it is “How well are you performing? What…
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Twitter provides great opportunities for businesses to establish effective and engaging communication with their customers. But how should companies go about doing it? Here are some useful principles to follow. 1. Problem acknowledgement and quick apology Customers value honest communication.  The quicker you apologise and acknowledge the problem, the better.
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This year more than ever, the issue of social customer service is front and centre in the minds of customer service leaders. Many major companies are left with more questions than answers on how to implement, strategise and budget. It’s a common question, but why should a company bother with…
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With an increasing number of consumers – and particularly those under the age of 25 –  expecting customer service through social media channels, brands have a new and highly visible opportunity to turn negative sentiment into public and positive advocacy. Successful social customer service, however, treads a fine…
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We love this recent infographic from the guys Our Social Times. With more than 57% of consumers searching online to solve customer service issues, it’s an area that just can’t be ignored. Consumers are increasingly turning to social to solve queries and resolve grievances…
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A few weeks ago Econsultancy reported that just 11% of retailers use social media channels to respond to customers; while 81% of businesses use the channels for marketing purposes. Pair this with the fact that 46% of consumers expect great customer service online, not to mention 78% of consumers…
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Lying low isn’t an easy thing for brands to do on social media, particularly when it comes to the young and socially savvy customer. According to a recent study by Sitel, 15% of 16-24 year-olds in the UK use social media as their preferred channel for resolving…
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2012 is the year of social customer service. Consumers are increasingly turning to social networks as a way to reach out to brands and convey their frustrations and worries. However, this needn’t necessarily be a threat to brands. Innovators are using social media to turn customer negativity into advocacy. This slideshare looks…
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Subsequently, I discovered this brilliant infographic in an Econsultancy article, which looks at the future of customer service and social media. The standout statistic here is that 62% of customers have used social media for customer service issues.  Still not convinced that you need to consider your…
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Following on from my recent post, ‘Embracing Social Customer Service’, I want to offer a closer inspection of the ‘social customer’. The growth of social media platforms has been accompanied by the evolution of this new type of customer. An understanding of your social customers is an important step…
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Launching into the realm of social customer service may seem like a daunting prospect, however, failing to take the leap may actually lead to even more frightening consequences. A shocking statistic from a recent consumer survey commissioned by Conversocial, revealed that: “If confronted with unanswered customer complaints on…
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