American Airlines is super engaged on Twitter, but most airlines seem to ignore Facebook altogether.
While more than 80 percent of consumers make customer service requests on Facebook, the bulk of those requests go unanswered.
Companies recognize the opportunity that social media provides, but very few have mastered the art of responding during the moments that matter most.
A majority of customers say the telephone is the most satisfying customer service channel, with 69 percent of issues resolved by telephone representatives.
Marketing teams sometimes overlook or undervalue the direct impact of customer service on marketing objectives and brand perception.
Customer service requests on social media are up, and brands think they’re doing great — but consumers disagree.
Having a plan for negative social buzz helps marketers determine which complaints to respond to, and which are better left alone.
Why it’s time for the barriers between social media management and customer service to fall.
Twitter rolling out more photo-centric redesign. FarmVille loses 4 million daily active users over one year. These stories, and more, in today’s Morning Social Media Newsfeed.
Customers are turning to social media for their customer service needs, and airlines are answering the call.