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Social Media NewsWhat does Twitter’s 280-character limit mean for marketers?
Twitter's new 280-character limit has given the Twittersphere plenty to say, but what does the increased limit mean for marketers?
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Customer experienceDonald Trump Twitter fails: 6 lessons for marketers
Trump Twitter gaffs have become a familiar sight, but amusing though they are, what can your brand learn from the tweeting transgressions of the US president?
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Social Media NewsTwitter launches location-based customer service feature
Businesses now have the option to request customer locations as part of Twitter's automated customer service drive.
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Marketing automationTwitter embraces social customer service with new automated features
Twitter has launched a customer service bot which enables businesses to add a layer of automation to their interactions with customers.
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Infographics10 Steps to Social Customer Service Success
Only 36% of consumers that make a customer service enquiry via social media report having their issue solved quickly and effectively. This new infographic from Sentiment identifies 10 steps that brands should take to ensure...
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Social CRMWhitepaper: Social Media Monitoring for Customer Service
We’ve teamed up with social intelligence and engagement platform, Sentiment, to produce an in-depth Whitepaper – Social Media Monitoring for Customer Service. The report is designed to offer useful guidance to any practitioners who are...
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Social BusinessIn Search Of The True Champions of Social Business
23% of people who complain on social media do so purely out of vengeance, and 71% do so because of failure to get an adequate response from traditional customer service. So rather than celebrating your...
By Deepa Mistry -
Social Customer ServiceAn Statistical Insight into Online Customer Complaints
Olga ter Voert from TNS NIPO provides a wealth of amazing insights into online customer complaints - what demographic complains the most?
By Luke Brynley-Jones -
Social CRMThe Challenges and Opportunities of Social Media for Utilities
We recently hosted a free webinar on Social Media Monitoring and Engagement for Utilities, featuring British Gas, Bord Gais Networks and Sentiment Metrics. We’ve written up some of the key takeaways looking at the challenges...
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Case StudiesSocial Customer Service: The Telenet Experience
This is an interview with Steven Degelaen, Online Conversation Manager at Telenet – a Belgian telecommunications provider. Steven is a regular speaker at our events and will a speaker at Social CRM 2013 in Brussels. ...
By Deepa Mistry