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 set to soar as the UK moves towards…
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It’s the start of a new year, which means, new starts, fresh minds and maybe, a new social strategy? 🤷♀️Or maybe you just want to give your social strategy that extra boost? Either way, it’s time brands start utilising social media to develop relationships with consumers and gain a deeper understanding of their needs – introducing…
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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 all customer service interactions are digital, and if growth continues…
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When it comes to customer service, consumers now expect to interact with the brands on their own terms – they want to receive a prompt response, on the channel of their choice, and a quick resolution to their problem. To put this into context, if a customer phones the call centre they expect a short…
Read More@HVSVN Hey so did you really buy a Promoted Tweet to complain about BA? — Todd Wasserman (@ToddWasserman) September 3, 2013 Today is the first day of National Customer Service Week, when raising awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy takes…
Read MoreHow important is social media when it comes to engaging with your customers? Well if it’s being discussed on the BBC’s One Show, it must be! In last night’s episode, the show delved into the increasing numbers of consumers taking to Twitter as a forum to complain and the effectiveness of doing so. While customers…
Read MoreWhere 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 a 140 character tweet to…
Read MoreIt 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, into smart, well-oiled social service…
Read MoreSocial media monitoring is essential for business. When “81% of Twitter users expect a same day response to questions and complaints” you can’t afford not to pay attention. Customers are certainly leading the way and it’s our job to keep up. Our very own Katy Howell [follow her @katyhowell] points out: “Customer Service teams have…
Read MoreSocialbakers 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. This is a brand that prides itself on working “in collaboration…
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