The weight social media has on brand affinity and customer satisfaction is constantly growing. Today 84% of consumers expect companies to respond within 24 hours after posting on social media, while 72% of Twitter complaints expect a response within an hour. But what does this mean for the future of customer service? Well, it’s been said that social customer care is actually the new business marketing. We are in an age where customer service has the potential to go viral, which means there is a lot more at stake for brands. Therefore, businesses must remain on the pulse of new innovations to ensure consistency and quality. Continue reading
Tag Archives: social-media-support
Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
First, let’s take a quick look at the panel of speakers: Nate Brown from UL EHS Sustainability, Jim Rembach from Beyond Morale, Shep Hyken from Shepard Presentations, Rainer Uphoff from Avionline, Omer Minkara from Aberdeen Group, and Shai Berger from Fonolo.
On any given day, contact centers run the risk of experiencing a surge in call volume. That risk is amplified when unexpected events like poor weather, high agent absenteeism, or technical issues occur. When these things happen, call centers must be prepared to address customer needs in a timely and courteous way, despite the challenging situation. News of poor customer service reaches more than twice as many ears as praise for good service, so reducing the number of negative interactions is integral to a brand’s reputation.
Although most companies understand this, they continue to leave customers on hold. Brands who value the customer experience know that this is not acceptable. Luckily, with the proper solutions in place, any contact center can effectively deliver high quality service, even in a crunch. Continue reading →
One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers.
The vast number of companies doing “content marketing” means there is a lot of material out there. Sadly, that’s made it hard to find quality among all the fluff, so we’ve assembled 4 recent reports that we feel are worth your time. We’d like to express how grateful we are to the authors (and sponsors that back them) for the hard work that goes in to producing this content. They feature original research and cover topics such as consumer channel preference, the growth of chat, the ROI of social media for customer support, and much more.
What a strange place Twitter is in. Consider the incredible influence it holds in the daily news cycle. Newscasts and white house press briefings talk about “tweets” with a seriousness that makes it easy to forget that no one outside the early-adopter circles had even heard that word before 2008. Or consider how iOS treats “tweeting” as a system-level communication option, on par with email and text messaging.
And yet, the company continues to struggle against sluggish subscriber growth and impatient investors. There were rumours throughout last year, that a sale was imminent. Part of the problem is that Twitter, as a product is successful in a few different “roles”. It works as a PR conduit for politicians and celebrities; as a global chat system; and as a customer service channel. That last role gets the least amount of public attention, but the company’s recent actions show that it sees a real future in this direction.
The burning questions for the customer service industry today are which channels of communication are currently most relevant, and which will be most relevant down the road. In recent months, the discussion has centered around Facebook Messenger and other messaging channels.Many people are debating whether any of these platforms (Messager, Snapchat, Kik, Line, etc) can “win” the B2C communication platform war. (See here, here or here.) The fact that WeChat has seemingly “won” China, and achieved near dominance of online customer service, adds fuel to this fire. (My take on that: Will the WeChat Model Work in the West?)
Then Facebook opened Messenger to automation, i.e. “Chatbots”, and the fire went supernova. (The role of bots in customer service is the topic of a live online discussion we’re hosting next week with a great panel of experts. Register here to join the Google Hangout.)
Lost in all this glare has been Twitter, which continues to be a powerful – and popular – channel for customers to interact with businesses. This is somewhat puzzling because, on the surface, it’s not really well-suited for this purpose. What’s the secret to Twitter’s enduring popularity as a customer service channel? Continue reading →
Good customer service doesn’t just happen. It comes from a number of places – namely a well performing contact center. This utopian call center we’re talking about operates smoothly with certain elements driving its stellar performance. But unfortunately, few contact centers are well oiled machines. With growing customer demands, we need to rethink what the ingredients are to provide successful customer service experiences. Think about the call center like baking a cake; if you miss just one ingredient the entire cake will suffer in quality and taste.
But what exactly are the essential ingredients that make up a well-performing contact center? We’ve outlined them in a short and sweet infographic that was torn out of the Fonolo book of recipes. It’s a no bake, easy to follow formula – the hardest part for many will be finding the ingredients needed to put it all together.
Let’s take a look… Continue reading →