Honeyweb Blog / Customer Service
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There are many interesting independent articles and whitepapers here to download and links to some of the best resources on the net.
Consumer Expectations Rising on Social Customer Care [Report]
One of the key benefits of using social platforms for customer service queries is that it adds a level of accountability.
Use Twitter, for example, and your interaction is public – others can see what the brand says and how they respond, which can give you more leverage to hasten their response.
This, in effect, is what ‘Hug Your Haters’ author Jay Baer is talking about when he refers to customer service being the new marketing.
By Andrew Hutchinson
socialmediatoday.com
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![Consumer Expectations Rising on Social Customer Care [Report]](https://www.honeyweb.com.au/uploads/blog/service.jpg)
How to Use Video in All of Your Business [Infographic]
Video is becoming the most important medium for companies to master in order to stand out in 2017.
For most of the last 15 years, value-adding blogs with a couple of eye-catching images were enough content to develop trust and build a following.
While written words are still important, the expectation among internet users is changing.
By Mike Barrett
socialmediatoday.com
How to Use Video in All of Your Business? Contact Us!
![How to Use Video in All of Your Business [Infographic]](https://www.honeyweb.com.au/uploads/blog/j.png)
How to Nail Customer Service on Twitter (Plus 8 Brands Who Have)
Last year, I attended Hootsuite’s Connect conference, a virtual event focused on how to master social media for business.
One of my favorite sessions was about social customer service on Twitter, facilitated by one of Twitter’s very own, Rob Hamilton.
Since this conference, Rob has gone on to work for Amazon and, no doubt, uses the insights he shared at the conference there too.
By Jessica Swanda
socialmediatoday.com
We’ll share the key points about nailing customer service on Twitter! Contact Us!
28 Experts Share Social Care Predictions for 2017: Part 1
Social media is the first marketing channel where customers can actually talk back. This is a new concept for traditional brand marketers, who are used to being able to completely control the brand message with TV and print advertising that is akin to shouting with a megaphone. Consumers have a choice – and a voice – on social media; they don’t have to listen to brands, and they're free to “talk back”, making it a two-way conversation. This shifts the power from the brand to the consumer, and consumers today expect to be able to engage with brands wherever and whenever they want. A brand’s response (or lack thereof) plays a big role in customer satisfaction and loyalty.
I asked 27 social media and customer service experts three questions about what happened in social care in 2016 and what might be coming in 2017. Their responses – along with my own – will be shared in three different posts, starting here with the first question:
"Why do social media marketers need to care about customer service?"
By Dan Gingiss
socialmediatoday.com
5 Customer Service Tips Every Company Should Know
In the age of the digital customer, delivering differentiated customer service has become a strategic imperative.
Statistics show that 78% of customers have ended a business relationship because of bad customer service, while 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. And that’s just the beginning – there are plenty of reasons why companies should invest in strong customer service.
Here are five tips every company should implement to exceed customer support expectations:
By Caitlin Zucal
socialmediatoday.com
7 Social Media Customer Service Rules You Should Stick to
Social media has evolved to become much more than just a platform for people to chat with their friends. According to research from JD Power, 67% of consumers now use social for customer service - in fact, research by Neilsen revealed that 33% of consumers prefer to speak with brands via social than on the phone.
For businesses, this means it’s no longer enough to just have a strategy for promoting your products and services, you also need to have a plan for how you will provide excellent service via your social accounts. Currently, only 62% of companies focus on social customer service, while 45% of businesses even ignore comments they receive from customers outright due to lack of resources (according to research by Aberdeen).
By Elizabeth Harmon
socialmediatoday.com
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