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social media customer service

January 13, 2017
Now more than ever, customers are channeling their issues through social media.
Social Media Custom Service Statistics and Trends [Infographic] | Social Media Today
September 08, 2016
In a world where customers are "always on" with the Internet, social media and handheld devices, you no longer have the luxury of a 24 hour response time to Customer Service calls.
August 31, 2016
Netflix has seen massive growth in recent years, and their social media strategy has played a significant part.
A Netflix Story: The Human Approach to Social Media Marketing [Infographic] | Social Media Today
August 21, 2016
In a new podcast, Jorgen Sundberg speaks with Justin Clark of Transport for Greater Manchester to find out who the public transport provider does social customer service.
Social Customer Service at Transport for Greater Manchester [Podcast] | Social Media Today
July 22, 2016
Whether you like it or not, customer expectations are changing, and they're growing to expect brands to respond to their issues via social.
5 Important Social Media Customer Service Tips | 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.
July 22, 2015
KLM Royal Dutch Airlines is the poster child for social media customer service. L ast year, KLM’s social media manager Karlijn Vogel-Meijer reported that the airline is now generating €25m ($US27.3m) in sales, per year, that they can directly attribute to their social media efforts. That’s no small feat – so how do they do it? I got a chance to speak with Vogel-Meijer to find out just how KLM goes about their social media process.
Big Brand Theory: KLM Uses Social to Meet Customers Where They Interact | Social Media Today
June 05, 2015
A new survey has found that 33% of people who contacted brands with a customer-service query via social media never got a response. Another study also found that only a small percentage of CMOs from top brands are active on Twitter. The results of both demonstrate, in different ways, that there are still significant opportunities not being utilised in social, but also, that there are still some barriers to more widespread adoption.
33% of Social Media Queries Ignored, Anti-Social CMOs – New Data on the State of Social Marketing | Social Media Today
May 24, 2014
For businesses these days, maintaining a Twitter and Facebook account is as important as having a telephone number. In many cases, more so. Customer engagement on social media is at an all-time high and shows no signs of slowing down.