Customer Service

STUDY: Customer Service Via Facebook Hampered By Companies’ Choice Of Platforms

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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.

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7 Tips For Selling Digital Products On Facebook

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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.

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STUDY: Most Questions Posted On Brands’ Facebook Pages Remain Unanswered

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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.

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INFOGRAPHIC: Airlines, Particularly KLM, Soar In Terms Of Facebook Customer Service

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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.

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INFOGRAPHIC: Which Industries, Brands Excel At Answering Questions On Facebook?

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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.

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