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.
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.