Social Customer Care

Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social posts, and they reply pretty quickly. Some companies are doing...

Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip is out there, it’s hard to get your reputation...

For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers gang up on us? What if we get trolled? What...

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. “Change” is the best word to describe the overarching force as we kick off another new year....

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person...

There have been significant changes in the social media world over the past eight years, for sure. New networking sites have emerged, and others have disappeared. But it’s safe to say that social media...

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels....

Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 World,” June 2009). There have...

Because social media interactions take place in a 24/7 world, your social service strategy needs to define your response time goals for various social networks, whether you will staff those channels around the clock,...

While a good social service training program provides agents with a basic understanding of how social media works and the differences for engagement among the various social networks, it’s also important to provide them with...

The open nature of social media conversations means that contact center leaders will need to think through their social customer service strategy separately from their engagement strategies for other channels, says Elaine Carr, manager...

A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything. In Pipeline’s 2013 Multichannel Metrics Survey, we asked contact centers...