Developing Customer Service Skills For 30+ Years
Customers want 24/7 responses in social media, right? Is It Necessary To Provide 24/7 Responses To Customer Contacts On Social Media? Survey research has suggested that customers want almost immediate responses from companies when they contact them on social media. What does that mean for…
As it exists now, social media is a limited tool in the quest for better customer service. What must change? How MUST Social Media Evolve To Be Effective As a Customer Service Tool? I’m starting from the end of the progression, since this is clearly…
One of the huge business flaws of social media as a customer service solution is that it does not result in closing other channels, so it’s an extra COST Will Social Media Customer Service Replace Other Forms of Delivery? As of this writing, social media…
Twitter is just about the WORST way to interact with customers. Should My Company Use Twitter For Customer Service? There isn’t an easy answer to the question, but if you want one in a nutshell, here it is: If your sole purpose in using Twitter…
Scalability or lack thereof is at the core of all customer service issues, for both companies and customers. If it doesn’t scale, it’s not cost effective. Sadly scalable solutions are usually non-human and of low quality for customers What Does “Scaling” Mean and Why Do…
The only revolution here is that social media makes customer service more complicated, more prone to error, and adds up to more frustration for customers Will Social Media Revolutionize Customer Service, As Many “Experts” Suggest? The answer to that question might be that it depends…
Twitter as a broadcast, one way medium What Are The Implications Of People Using Twitter As A Broadcast One-Way Medium? ALL of the research suggests that contrary to all the expert advice on Twitter, companies and individuals use Twitter as a one-way communication method; in…
Social media is a better marketing platform than a customer service platform, but it’s still hard to separate sales directly attributable to social media Does Social Media Increase Online Sales? I’ve been saying for over two years that social media has been overhyped in almost…
Trying to use social media doesn’t mean companies are succeeding at improving customer service via social media How are companies trying to use social media platforms to improve customer service? You are probably aware that companies are using social media platforms to try to communicate…
Proactive use of social media means not waiting until you have a complaint to reach out, but involves a lot of monitoring your brand’s mentions What Is Proactive Use of Social Media For Customer Service? Proactive customer service means that you don’t wait for a…
