What can social learn from traditional customer service? Actually, a lot.
Datamark’s white paper tracks trends shaping call center and multichannel customer service in 2014.
With consumers turning to social media for customer service, businesses need to develop a strategy to deal with customer feedback on social channels — or suffer the consequences.
Five Vine clips are shared every second on Twitter and branded Vines are four times more likely to be shared than branded online videos.
Target waited until December 15 to post a customer notice acknowledging the data breach that began over Thanksgiving weekend.
The importance of personal service is slowly diminishing but will continue to act as a safety net in cases where self or crowd service fail to provide answers to customer queries.
Social media overkill like overtweeting may be driving your customers away.
Customer service used to be handled either in person or over the phone. These days though, consumers are turning more to social media for their customer service needs.
When a customer told Samsung his phone caught fire, the company requested proof. After the customer posted proof to YouTube, Samsung responded with a gag order.
Two-thirds of customers from the big four wireless carriers — AT&T, Verizon, T-Mobile and Sprint — expect an answer in less than three hours.