Tag Archives: Customer Service

Conversocial: Route Your Social Media Customer Service

Posted on by Douglas Karr
165
Conversocial Priority Response

Too many companies launch their social initiatives out of their marketing department without any plan for customer service issues. Consumers don’t care that you’re on social media for marketing… they just want their customer service issues taken care of. The irony is that poor customer service response will destroy social media marketing efforts altogether. Conversocial is purpose built for social customer service, providing a seamless workflow with robust and focused features. Features of Conversocial Intelligent Prioritization – Conversocial prioritization engine uses natural language processing and analysis of historic responses to … Continue reading →

Infographic: Customer Service in Social Media

Posted on by Douglas Karr
191
Customer Service

In our social media engagements, our first priority with companies we work with is to ensure their business is fully prepared for engaging prospects and customers online. While the companies may see social media as a potential marketing opportunity, they don’t realize that people online don’t care what their purpose is… they only care that there’s an opportunity to speak to the company. This opens the door to dealing with customer service issues in the public eye… and companies need to recognize the pitfalls and the opportunities. This infographic highlights … Continue reading →

Infographic: Self-Service and Search Engines

Posted on by Douglas Karr
153
Self-Service Searching

One means of improving customer retention and overall customer satisfaction is to produce content that helps customers help themselves. Not only are there improvements to customer satisfaction, there’s a direct cost-savings associated with customers not tying up your customer services lines. Publishing your knowledge base, frequently-asked questions, snippets and examples where search engines can find them makes this possible – not putting them behind a login for fear of competitors finding them. Recent studies tell us that more and more customers prefer self-service over contacting a support agent; and as … Continue reading →

Infographic: Complaining Ain’t Easy

Posted on by Douglas Karr
217
Customer Complaints

When we’re advising a social media strategy for our clients, our first step is to ensure they have a customer service strategy. Consumers and businesses don’t care who is in charge of your Twitter, Facebook or LinkedIn presence… if they have a complaint, they want to voice it and have it handled professionally and efficiently. Lacking a strategy to deal with those complaints will destroy any social media marketing strategy you may have hoped for. Zendesk’s infographic, Complaining Ain’t Easy, illustrates how your customers feel about your responsiveness (or lack … Continue reading →

Ticksy: Simple, Inexpensive SaaS Customer Support

Posted on by Douglas Karr
112
ticksy

In our interview with Formstack on Friday, we were were just talking about how great apps continue to hit the market that offer inexpensive solutions that can grow with your business. As I was writing a developer on an issue we were were having with his plugin, I logged into the ticketing system that they had implemented, Ticksy. If you’re a growing business, this may be the perfect system for you since they charge just $5 per user. Currently, the system is integrated with Envato, a family of web plugin, … Continue reading →

Infographic: Improvements in Intelligent Self-Service

Posted on by Douglas Karr
32
Self Service

If you’re like me, you despise dealing with customer service. It’s not that I don’t like the people – they do their best. But more often than not, I know more about the problem I’m running into than they do. I hate sitting on the phone on hold for 5 minutes, followed by a discussion for 15 minutes, followed by escalation and more waits and explanations. Most issues I fix myself, or I turn to my network to assist me. The best customer service, in my opinion, is a highly … Continue reading →