If you’ve ever hit “reply all” when you meant to address a challenging issue one-on-one or let the wrong words slip out of your mouth, then you understand how big a crisis can feel, no matter if it’s business or personal. That’s why learning to bounce back from a social media crisis is as important… Read more »
Posts Categorized: Social Media
In today’s business world, one item is inevitable that all organizations will most likely face: dealing with unhappy customers on social media. The real test is how organizations handle these particular situations. The easy answer is to always answer or reply when there is a problem that can be fixed. Did you know that 83% of people… Read more »
Today, Twitter switched over to a new version of their API – and Desk.com is taking advantage of this change to improve the way we search Twitter to create cases from search results. The new search capability allows you to proactively engage with your customer via Twitter – which means less manual intervention by your… Read more »
Has Social Media become the new Customer Service Channel? Is your company prepared to handle a customer service problem in a public forum? Social Media is brilliant. It has the ability to amplify your message so you can reach your customers in ways you never would have considered ten years ago. You can market, run… Read more »
One of the best ways to use social media and customer service is to listen to your customers. Treat each piece of information as a gift, because that’s exactly what it is. You’re getting valuable insight straight from the people who matter most – your customers. Avoid A Crisis You can avoid a crisis by… Read more »
You’ve already got the “secret” weapon for new customer acquisition — it’s called customer service. But your customer service team is now treading in what used to be marketing territory, because of the explosion of social media. Customer care is your new brand and marketing differentiator. Social networks have radically changed the customer life cycle… Read more »
Today is Community Manager Appreciation Day. So what, you say? Well, a community manager engages online on your business’s behalf and is the voice of the customer inside your organization — so you see they are quite important. Until this day of thanks was established back in 2010, the community manager was often an unsung hero. Community… Read more »
Desk.com’s Twitter integration not only lets you reply to Tweets from your customers but also allows you to monitor Twitter for conversations about your company, mentions of your products, and even helps you keep an eye on your competition! In the last few weeks, we’ve talked about the growing importance of Twitter as a customer… Read more »
Laurie McCabe is a co-founder and partner at SMB Group. This paper was written in partnership with Brent Leary, co-founder and partner of CRM Essentials. Laurie and Brent have over 15 years of experience in the IT industry. Both have built widespread recognition for their insights in the small and medium business (SMB) market in several areas… Read more »
It’s not uncommon to see a company touting their Twitter account anymore. A few years ago it was unheard of, but today it’s as common to see and @ name almost as often as you see a 1-800 number. But while those companies may be using their Twitter name to promote and market they are… Read more »
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