No end to innovation
Greater emphasis on customer care: Using the social media platform for marketing their products and building relations with their clients, can be a double-edged sword if they want to share their grievances about a product or a service. It has become easy for people to share their feedback publicly, which … …
Facebook’s poor care of customer data is leading users to Mastodon
That's Mastodon, a Twitter-like social network that's had a massive spike in sign-ups this week. As the #deletefacebook movement has gained steam, people are registering for Mastodon at four times the rate that they normally do, according to Eugen Rochko, the service's creator. Between Monday and … Read More
Our social media profiles have become a political weapon
The fundamental problem is social media companies like Facebook, Twitter and others have built their business model on the idea of capturing and breaking down your data and selling your attention to the highest bidder. Students will ask me, “Why doesn't Facebook have a customer service number I … Read More
Digicel responds to customer grouses
This is a response to letters published on March 15 and 16, 2018, titled 'Digicel customer service disaster' and 'Given the runaround by Digicel automated system', … Digital customer care channels are provided and include Live Chat, social-media platforms and a dedicated customer–care email. Read More
Social Media as the New E-Commerce Platform [Infographic]
When social media first joined the Internet, brands tried to figure out how to use the platform for customer acquisition, using brand pages, social-only promo codes, and social listening to help with this goal. Then came buyer retention, with customer service finding its way onto social media. In fact, 59% …
Brands and social media, a bitter-sweet relationship
Brands love social media, says advertising executives, and have been using it to distribute content, share news, for content marketing, or to provide customer service. And sometimes, brands use social media for jokes or burns. Pooja Gururaj, Digital Strategist, VML, which is into digital intelligence, … Read More
Applauding Snapchat’s customer service
You'd think that after all we've been through, a social media construct would be a minor component of our friendship, but now, in college, our streak is what … Jokingly, I suggested he contact their customer service, but I guess my sarcasm didn't translate through text because next thing I …
Vodafone rolls out VoLTE services in UP West
Vodafone said that it is the first GSM service provider in the UPW circle to enabling customers to make calls using VoLTE. Vodafone SuperNetTM 4G customers can access Vodafone VoLTE for no additional charges and all calls will be billed as per existing plan or pack benefits, the company said. …
Social Media Listening | Key to customer experience management
Customer experience, be it good or bad, are often shared publicly over social media specially over Twitter and Facebook. I believe, as humans though, … It is better to let the customers know how that they can reach out to customer help desk and start a conversation offline . These …
United can’t avoid customer service scandals — and it’s becoming the company’s greatest crisis
In the age of smartphones and social media, customer service scandals are inevitable for airlines, but they've become a common occurrence for United Airlines over the past few years. While the infamous April 2017 incident in which aviation officers dragged a customer off an overbooked flight … Read More