May 9 Posted 2 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.
June 07, 2016An exclusive, live webinar on June 7th at 12pm ET/9am PT Here’s a staggering statistic: globally, 1.91 billion mobile users have smartphones. T...
February 09, 2016An exclusive, live webinar from Social Media Today on Tuesday, February 9th at 12pm ET/9am PT. Social media has given brands the great gift of...
November 24, 2015An exclusive report brought to you by Social Media Today and Hinge These days, cutting edge companies know that if they aren't leveraging t...
November 23, 2015The 2016 Social Media Marketing planning guide includes a must-have checklist as well as a first-of-its-kind research study aiming to provid...