How To Speed Up Your Social Customer Care

[fa icon="calendar'] Jan 3, 2018 9:26:22 AM / by Natalia Ricatti posted in Community Management, Strategy & Tips, Social Customer Care

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60% of customers who complain in social expect a response within one hour - Social Media Today

Companies are now using automation to keep up with customer expectations. First time response rates need to be faster than ever, especially for negative interactions. When complaining on Twitter users expect a response in under 30 minutes some even within minutes.

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4 Principle of Customer-Centric Social Customer Care

[fa icon="calendar'] Jan 3, 2018 9:07:00 AM / by Natalia Ricatti posted in Community Management, Social Customer Care

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Social media is now a direct interface for consumers to engage with brands and vice versa. It removes the layer of separation, bringing companies and customers to the same level. It is an authentic customer-centric space that can build close and long-lasting relationships.

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Why You Need Social Customer Care (Infographic)

[fa icon="calendar'] Jan 2, 2018 2:07:00 PM / by Natalia Ricatti posted in Community Management, Social Customer Care

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Why do you need social customer support?

Because it is highly likely, you are losing revenue in unsatisfied customers.

An estimated 67% of consumers now use social media networks to seek resolution for issues and, 88% of consumers are less likely to buy from companies that leave complaints on social media unanswered. 

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Social Customer Care Platform: What to look for and when to invest

[fa icon="calendar'] Jan 2, 2018 10:48:50 AM / by Natalia Ricatti posted in Community Management, Social Customer Care

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What is a Social Media Customer Service Platform

It is an online management tool that allows companies to reach out and reply to all current or future customers on social media channels. Social media customer service tools collect and prioritize incoming customer inquiries, brand mentions, and comments in a ticketing system for social media managers or support agents to resolve. Often these platforms are designed to work together with other social media tools like chatbots, social media management, social media monitoring, and social analytics tools. They can also integrate with CRM and legacy systems.

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4 Do’s and Don’ts for social media customer service with examples

[fa icon="calendar'] Jan 1, 2018 10:46:00 AM / by Natalia Ricatti posted in Facebook, Community Management, Strategy & Tips, Social Customer Care, Twitter

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When using social media as a customer service channel, you need to use a slightly different strategy compared to your traditional customer care. Social media brings consumers and brands closer together,

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4 Social Media Banking Strategies That Work

[fa icon="calendar'] Nov 29, 2017 9:31:00 AM / by Natalia Ricatti posted in Editorial Planning, Strategy & Tips

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Regardless of the industry, you are working in social media is the best way to build close and long-lasting relationships with your customers. Why? 

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5 Things You Really Want to Know For Social Customer Care Strategy

[fa icon="calendar'] Nov 24, 2017 9:56:00 AM / by Victoria Hammarstrand posted in Strategy & Tips, Social Customer Care

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In 2017, providing an excellent customer support is what really differentiates brands on social media. According to McKinsey, businesses that handle social customer complaints timely and with efficiency increase their customer satisfaction and reduce their costs in traditional customer care and crisis management. 

In this post, I'll show you 5 things you really want to know for implementing a great social customer care strategy that will enhance your performance and clients' satisfaction.

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Have you ever heard about content curation?

[fa icon="calendar'] Nov 17, 2017 4:33:05 PM / by Lorenzo Zatini posted in Editorial Plan, IDEAS

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Managing a brand on social media means to carefully choose and implement a social strategy that will attract your fans to your service or product in order to convert and generate revenue for your business. In this blog post I'll show you a quick and easy approach to enhance your social media strategy with user-generated content that are consistent with your brand and objectives.

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Building Brand Identity

[fa icon="calendar'] Nov 9, 2017 9:24:56 AM / by Natalia Ricatti posted in Retail & Multi-Location, Strategy & Tips

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What is Brand Identity?
It is how you want the public to view your brand!
Just like meeting your partner's parents for the first time, you will dress, act and communicate in a way that you hope will be perceived as well-intentioned. Brand Identity is everything from logo, name, style, and communication technique.

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Customer Support & Social Media: Risks, Challenges & Winning Solutions

[fa icon="calendar'] Oct 30, 2017 12:46:02 PM / by Natalia Ricatti posted in Community Management, Strategy & Tips, Social Customer Care

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Social media is quickly becoming a big part of customer care with “1 in 3 social media users preferring social customer care to telephone or email” (Social Media Today). It was only natural that a communication channel like social media, that is at the tip of your finger would evolve into a channel for customers to interact, rant and ask for support from companies.

But just to put things into perspective let’s look at some numbers:

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