Which social channels do you turn to for customer support? Twitter? Facebook? Maybe even a direct message on Instagram? Over the years, social media has taken a minimalist approach to B2C support. But despite its architecture, social media remains a hot spot for customer service. In recent years, Twitter has undoubtedly become a key player; 80% of customer service requests on social media happen here, and the cost per resolution is 1/6th that of resolving through a call center. Additionally, Bain & Company found that when companies use social media to actively engage customers on service-related issues, those customers will spend 20% to 40% more on average with that company.
As other social platforms catch up to the customer service game, time is of the essence to perfect your social support strategy.
Here are 5 things to keep in mind when handling customer support on social media: Continue reading
So, you want to be a call center manager? Maybe you’ve worked in the customer service industry for years and you’re finally ready to take the next step, or perhaps it’s what you’ve always aspired to do. Regardless, there are a few mission critical things you should know before taking on this huge responsibility. The job of a contact center manager is no cake walk, and the role has changed dramatically over the last few years. That’s why we’ve compiled a list of important questions that will test your wits about running a contact center. Wait…don’t run away, we won’t tell anyone your test results! This is simply a great way for you to determine how much prep work needs to be done before entering your new role. If you score well, give yourself a pat on the back – it’s probably a good indication you’re ready to take the leap. If not, don’t give up; see these results as a way to improve upon your knowledge and skills. Heck, we bet even the most experienced call center managers will get stumped.
Recently, we saw a catastrophic customer service meltdown at 
