Our Social Times is hosting a series of free to attend webinars and seminars in Belgium and the Netherlands, exploring how to make your social customer care great. Hosted in partnership with webcare technology provider, Genesys, these events will explore how to deliver effective customer service using social media. Featuring brands such as Telenet, TNS [...]
It’s often said that the very best companies on social media do very little. Instead, they let their online communities do it for them. That’s the approach that Sony Europe has taken.
PR and Marketing departments have been using social media monitoring for for some time, but new research shows that customer service is rapidly catching up. 73% of companies identified Customer Service as a top reason to invest in social media monitoring, only 1% behind PR.
This is part two of a post from Martin Hill-Wilson of Brainfood Consulting. Part one can be read here. Martin is the trainer for our unique 1-day training course on ‘Social Customer Service’. In part one of this post I explored the performance and perceptions of customer service, comparing social media to voice and other [...]
This is a post from Martin Hill-Wilson of Brainfood Consulting. Martin is the trainer for our unique 1-day training course on ‘Social Customer Service.’ Given my job, I spend a good few hours each week tracking down and reading as much commentary on social customer service as I can. Do I capture all of it? Not [...]
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