Tag Archives: twitter

Top 16 Contact Center Tweeters to Follow

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Top 16 Contact Center Tweeters to FollowFrom bloggers, to analysts, to contact center publications, there are a lot of distinct voices discussing the latest best practices and trends in the call center space. With so many influencers to follow, how do you pick the ones that will add the most value to your Twitter stream? Fonolo is here to help. These 16 tweeters crank out quality content that are sure to provide insight into the contact center industry.

While we definitely didn’t have room to include all of our favourite folks and organizations, we figured this would be an optimal list to get you started. If you value the content from an individual or organization on Twitter, make a point to show appreciation by retweeting or “liking” their posts.

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Twitter Still Wants to Be a Customer Service Channel

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Twitter Still Wants to Be a Customer Service ChannelWhat 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.

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Dear New Owners of Twitter: Don’t Screw Up This One Thing, Please

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Dear New Owners of Twitter: Don’t Screw Up This One Thing, PleaseRight now, the only news story you’ll see about Twitter is speculation who will acquire the $16B company. (Latest rumor: it’s Disney or Microsoft.) Twitter hasn’t seen the user growth investors expected and, as a public company, its fortunes are at the mercy of those expectations. (Even though those expectations aren’t always reasonable or relevant.)

Regardless, the company hasn’t stopped evolving its product. Lost in the buy-out chatter was an announcement that, I think, is quite significant: The introduction of specialized “customer service accounts”. This is the second time this year that Twitter has shown it recognizes its unique advantages in this area. It is willing to adapt to the needs of customers and companies who use it as a support channel and that could prove more valuable in the long-run, than all of its current schemes to goose ad revenue. Continue reading →

The Secret Behind Twitter’s Customer Service Superpower

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People Don’t Get Twitter’s Strength as a Customer Service ChannelThe 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 →

[Video] Top 10 Call Center Tweeters to Follow

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320 millionTop 10 Call Center Tweeters to Follow – That’s the latest tally of monthly users who are currently active on Twitter. It’s fair to say that the twitterverse is a mighty big place, with countless voices trying to get our attention. But some of those voices actually have a lot of valuable things to say! In this vlog, we’ve navigated the deep twitter waters to find out which contact center professionals are delivering informative content with every 140 character message they send.

Watch it now as we countdown Fonolo’s top 10 call center tweeters to follow for thought provoking content and up-to-date industry insights (You might even see your name on the list!). Continue reading →

How to Protect Your Brand from Angry Tweeters [OHW Offenders]

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How to Protect Your Brand from Angry TweetersAccording to Twitter, in the past two years the number of Tweets directed at leading brands’ customer service usernames has grown by 2.5x and that number is rising exponentially every year (50% to be exact). In the same report, Twitter found that 85% of customers who have a satisfactory social interaction are likely to recommend the brand to others. So, when a customer turns to social to contact you, it’s important to do your best to resolve issues as timely and accurately as possible. However, if your company is doing a great job responding to customers, but you’re still seeing a plethora of angry tweets directed at you, maybe the problem is how you’re handling callers. Social customer service should work in tandem with phone, chat, mobile, web etc. – you shouldn’t have to choose to be good at one thing or another. Continue reading →

Chat vs. Messaging Comes Down to Who Owns the Channel

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Chat vs. Messaging Comes Down to Who Owns the ChannelCustomers increasingly prefer chat over other communication channels, but chat suffers from an uptake problem, particularly on mobile.

On the other hand, messaging offers basically the same experience – asynchronous text-based communication –­ but has no problem with uptake. In fact, it’s burning up the charts: Messaging apps occupy 6 of the 10 top slots on App Store (the top 4 have 3 billion users). Granted, that popularity is driven by person-to-person rather than person-to-business communication, but many companies are betting on messaging making that transition.

So we’re at a crossroads: Will chat find a way to increase uptake rates or will messaging find a way to become a B2C channel?

That’s the topic for this webinar which you can watch on demand at any time. Continue reading →

Twitter’s Impact on Call Center Culture

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Twitter’s Impact on Call Center Culture

The relationship between Twitter and the call center industry has been fascinating to watch over the last few years. If you asked anyone in 2008 what impact the newly hatched “micro-blogging” system would have on customer service, you would probably have gotten blank stares. Yet here we are: 43% of the Interbrand 100 companies have dedicated Twitter handles for customer service (according to SimplyMeasured).

Meanwhile, the call center has been grappling with the biggest challenge it has faced since its inception: Learning how to interact with consumers on a growing number of channels. What makes this challenge really tough is managing customer interactions that span multiple mediums, often as part of the same transaction. More and more, Twitter is part of that cross-channel journey. Continue reading →

Can Twitter Turn Customer Service into a Revenue Source?

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Can Twitter Turn Customer Service into a Revenue Source?One of the amazing things about Twitter is the unexpected, and unplanned, behaviors that have developed around it. Hashtags, for example, were a spontaneous user-led idea that have become a cultural and linguistic phenomenon. As another example, I doubt anyone expected Twitter — launched as a “micro-blogging” system — to become a major platform for customer service. Yet here we are: 43% of the Interbrand 100 companies have dedicated twitter handles for customer service (according to Simply Measured).

With its ongoing struggle to impress investors with new revenue sources, I started thinking: Could Twitter find a way to monetize its growing role as a channel for customer service? Here’s one way they could do it. Continue reading →

Your EWT is … 798 Minutes (or “On Hold With … Mayweather/Pacquiao”)

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SD-MayweatherVsPacquiao-7If you were #onholdwith your cable provider on Saturday night, you weren’t alone. While many people (myself included) were enjoying a drink or two (or, ahem, more) while watching the Mayweather/Pacquiao fight, a record number of viewers were trying desperately to get help ordering the Pay-Per-View event. Many of them took to Twitter to vent, something that caught the attention of onholdwith.com (OHW), a site that catalogs complaints from frustrated Twitter users, stuck on hold: Continue reading →

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