A total of 67 percent of companies surveyed by Forrester Research for social customer-service platform Conversocial admitted that social customer service is growing in importance and represents a pressing short-term priority in the U.S. and U.K., yet just 33 percent of the social customer-service solutions in use were selected by those companies’ customer-service teams, with marketing purposes determining the rest.
What are the expectations of users of Facebook and other social networks when they communicate with brands via those channels? Customer-engagement-solutions provider Accent Marketing Services surveyed more than 1,000 U.S. Internet users to find out.
Every day, millions of people around the world spend countless hours socializing with friends and connecting with their favorite brands on Facebook. With more than 1.28 billion monthly active users, it’s the world’s most vibrant and engaging social media website. As a result, it is equally attractive for entrepreneurs and brands around the world that are looking to find different ways of connecting with their target audiences. Similarly, “solopreneurs,” freelancers, and creative professionals have also found Facebook very effective in helping them expand their fan bases and sell more products.
There was good news and bad news in a recent study of customer-service response rates and times on Facebook pages by social analytics provider Quintly. The good news: The average response rate rose 5 percent between Jan. 1, 2013, and April 30, 2014, to 42.4 percent. The bad news: This still means that the majority of questions posted on brands’ Facebook pages are not being answered.
KLM Royal Dutch Airlines once again soared to the top of the quarterly Socially Devoted social customer-service report from analytics outfit Socialbakers, which added that brands on Facebook responded to 65 percent of questions in the first quarter of 2014, up from 59 percent in the fourth quarter of 2013 and 60 percent in the year-ago period.
The airline industry was the most responsive to customer-service questions on Facebook in the fourth quarter of 2013, while the telecommunications industry fielded the most queries, and airline KLM was the best performer on Facebook, both for the fourth quarter and the full year of 2013, according to the latest Socially Devoted report from analytics provider Socialbakers.
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” — Warren Buffett. They used to say, “There is no such thing as bad publicity,” but that was before Facebook.
Social media analytics provider Crowdbabble added customer support to its mix, launching a new set of social customer service reports that allow Facebook page administrators to analyze their efforts on that front.
The Federal Trade Commission received 1,655 complaints about Facebook in 2012 — down from 2,171 in 2011, but up from 1,381 in 2010 — but what were people complaining about?
The telecommunications industry received the most customer-service questions via Facebook in the third quarter, while the finance industry is the most responsive, and Personal Argentina was the top brand on Facebook in terms of answered questions minus unanswered questions, according to the latest Socially Devoted report from social media analytics platform Socialbakers.