May 9 Posted 4 years ago
"Customer service is no longer about responding to complaints that you receive, it is about actively listening, monitoring, and engaged with brand mentions online."
While I do agree that how you handle complaints via social media is growing to be more and more vital, I still think the #1 key is to respond in a timely manner. We typically reply within 24 hrs to a customer's complaint, and then handle any issues offline. The customer is usually more concerned with whether or not their issue is being looked into, versus how it's being looked into.
Webinars On Demand
May 09, 2017With all of the technologies available to marketers today, have we lost that personal touch? Join VP of Content Marketing for ON24, Mark Bornste...
April 05, 2017In the ever-changing world of digital marketing, operational efficiency, quick turn-around times, testing and adapting to change are crucial to...
Video is expected to account for three-quarters of all mobile traffic by 2020. But, creating powerful, effective video requires a significa...
Marketers are constantly seeking to engage with their buyers and drive actions that help buyers move rapidly through their customer lifecycl...