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.
Customer-relationship manager Conversocial recently conducted a study on expectations for customer service via Facebook and other social media, and it found both high hopes for the medium and gaps in its execution to date.
Providing customer service via Facebook is becoming more mainstream, as a survey of 331 companies with annual revenue of more than $10 million found that 23 percent of them provide customer service and support via the social network.
PunchTab is adding a new-school mobile component to its old-school approach to consumer loyalty.
Social marketing platform Vitrue is overhauling its social relationship management offering, which streamlines marketing efforts on social networks including Facebook, Twitter, and YouTube.
It’s no longer just about mailing in paperwork and awaiting the oversize van and larger-than-life check to arrive. Publisher’s Clearing House just launched a customer service initiative on Facebook.
Conversocial has five suggestions for Amazon.com and all other brands looking to improve their customer service on Facebook.