Join the #SMTLive Twitter chat Find My Fans: How does geotargeting fit into your customer outreach strategy? -- Tuesday Apr. 25 [12pm EDT]

customer service

April 26, 2016
Are you excited about Messenger Bots? If not, maybe this will help - Facebook recently gave a rundown on the possibilities of bots for Messenger and the extents to which they can be used.
How Facebook's Messenger Bots Work (and Why it Matters to You) | Social Media Today
April 14, 2016
It’s not only possible to provide B2B customer service in social media, it’s possible to do it creatively with a “wow” experience.
April 07, 2016
With the widespread adoption of knowledge bases, online communities and Q&A sites, consumers can easily find their own answers, any time, anywhere. Here's why brands need to recognize and work with this trend.
The Importance of Self-Service Customer Support in the Social Era | Social Media Today
March 16, 2016
In a new episode of the Focus on Customer Service podcast, Dan Gingiss and Dan Moriarty speak with Wayne Huang from Twitter to discuss how to prove that customer service has actual value on the platform.
March 10, 2016
Seventy eight percent of consumers have ended a business relationship due to bad customer service. It' s also estimated that it costs a company six to seven times more to acquire a new customer than it does to retain an existing one. So how can companies build brand loyalty? Here are some tips.
Create Brand Advocates Through Support | Social Media Today
February 18, 2016
"Complainers aren’t your problem,” says Jay Baer. "Ignoring them is.” With that thesis, Baer's new book, Hug Your Haters, was born. Jay Baer helped Dan Gingiss and Dan Moriarty celebrate the 25th episode of the Focus on Customer Service podcast by answering questions live on Blab.
February 04, 2016
Most startups depend on word-of-mouth marketing to create awareness of their new product, and iOgrapher is no different. But what makes iOgrapher unique is its focus on customer service as a driver of that word of mouth.
January 20, 2016
Working at a call center as a customer service representative has quite a high turnover. Many people do not have the patience to deal with people calling and complaining constantly throughout their days. Social media managers and those who manage social accounts can actually lessen the blow by being proactive and responding to complaints . The following are some ways that social media managers can actually help in employee retention for call center customer service agents.
January 07, 2016
Southwest Airlines has a long-standing reputation as a different kind of airline – in a good way. When it comes to social care, the standard is no different.
December 18, 2015
Social Media has changed traditional job roles and requires the creation of entirely new jobs. An infographic from Modern Servant Leaders looks at the ways that job responsibilities have changed their core principals since social media changed the rules of the game for businesses and corporations.