Customer service via social channels such as Facebook and Twitter, once considered an afterthought by most companies, has exploded of late, with Conversocial Co-Founder and CEO Joshua March telling AllFacebook in an interview, “Over the past year, 2012, so many people woke up. Suddenly, every company we spoke with understood that social customer service was important.”
Odds are you’ve liked a page on Facebook only to regret it a few hours or a few days later. Maybe it keeps posting about itself, or there’s no relevant material out there. Don’t be that page. Kevin Mullett, a social media and search-engine-optimization expert and the director of product development for Cirrus ABS, talked with AllFacebook about the biggest mistakes he’s seen companies make on their Facebook pages. Don’t worry, there’s still time to change for the better.
Chat may soon be where it’s at for small businesses that are confused about Facebook’s myriad advertising and marketing options, as TechCrunch reported that the social network is testing a system from Salesforce.com that allows page administrators to contact its customer-service department via chat.
Customer-service software provider Parature announced the beta launch of Parature Social Monitor, its method of allowing brands to monitor Facebook and other social networks for key customer-service issues and manage them through to completion.
Facebook is by far the top social network in terms of adoption by small and midsized businesses (SMBs), but its prospects for growth in that sector are dim, as it may have reached a point of saturation, according to the results of a survey of decision-makers at 400 SMBs by cloud marketing software provider Vocus and Duct Tape Marketing.
Online retail rating service StellaService examined the Facebook practices of 20 top retail brands and, for the most part, found their customer service to be lacking.
VirtuOz is launching its first customer service engagement tool, also known as an intelligent virtual agents, for the social network.
Shortstack asked 1,403 businesses and brands to rate their own customer service — more than 98 percent of those polled manage a Facebook page — and a whopping 76.9 percent of the polled said they give at least “great” customer service, while 30 percent rate their service as “stellar.”
Conversocial announced the launch of Priority Response Engine, an update to its social customer service software aimed at highlighting time-sensitive Facebook wall posts and comments, as well as tweets, for customer contact personnel.