J.C. Penney is trying to turn a new leaf following the ouster of CEO Ron Johnson who eliminated sales and coupons at the department store in favor of everyday prices. Now, it is turning to social media – Facebook, Twitter and YouTube specifically – to ask former customers for a second chance, and they are responding both positively and negatively.
T-Mobile and DISH are the most responsive U.S. businesses on Facebook, according to the results of Socialbakers’ first quarterly report for 2013. This chart ranks the top 10 brands for customer service by response time and rate relative to the number of fans.
Twitter, Tumblr, and Pinterest users who have recently contacted customer support for their accounts should be on the lookout for suspicious emails. Zendesk, which provides customer service software for all three social media sites, has reported a security breach.
Between Twitter, Facebook, and other social channels, brands have to work harder than ever to keep in touch with their customers. To find out what customers really expect from brands, researchers at JWT/OgilvyAction and EXPO reached out to the most vocal and powerful customers of all.
What’s your biggest complaint about YouTube? Is it the Reply Girls? The trolls? How about the fact that the views freeze at 301? In ‘YouTube Complaints!,’ which hit the Barely Political YouTube channel on Saturday, the video site finally responds to some of the most ridiculous complaints and questions about YouTube.
It’s no wonder that people turn to Twitter for tech support. In the heat of a frustrating moment, it is much easier to fire off a quick question on Twitter than to wait on hold for an operator. But how effective is the microblogging site as a customer service tool? Here’s how Spotify, LinkedIn, Pinterest and Yelp handled some tough customers.
Have you ever submitted a complaint over social media? If not, I recommend it for the next time you have a problem. You’ll be surprised at how fast a company will get someone responding to your query if it’s public for the world to see. This is the new era of customer service, and this new infographic from ZenDesk takes a look at the new phenomena.
With Twitter increasingly used by consumers to ask questions and register complaints, many brands are increasingly prepared to provide customer service on that channel. There are circumstances when the issue is more efficiently and effectively resolved offline.
Under what circumstances should customer service reps take the conversation private, how can customer resistance to moving the issue be addressed and what are the best practices for making this technique work?
Answers to these important questions after the jump.
Customer service person replied, “Take heart; Norman Mailer wrote all of his novels by hand. And you’ve surely heard the phrase, ‘the pen is mightier than the sword’? It would sound absurd to substitute ‘laptop’ for the word ‘pen.’”
Ever had a long haul flight and idly dreamed of the perfect meal waiting for you on arrival? Well, Peter Shankman did too, and when he tweeted his desire, there was a steak waiting for him. It’s an example of good customer service and a creative use of social media other businesses can learn from.