Three considerations before exploring social customer service

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 as reported by Parature, believe social media will…

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Why you can’t ignore the young social customer

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 customer service issues; while 7% say that venting…

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Five social media monitoring tips

From one-man-bands to global conglomerates, social media provides businesses with a wide open window into the thoughts, opinions and behaviours of customers. Whether it’s a simple keyword search in Google or the deployment of a sophisticated tool, social media monitoring can add value to everything from customer acquisition and product development, right through to crisis…

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Capturing cross-functional content

Online content creation typically falls to the marketing division of a business. Look beyond the four walls of communications, however, and therein lies a treasure trove of ideas.   From customer services to sales, each function is filled with insights into every corner of the business. Whether it’s the questions on the tip of customers’…

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