However, the chain has failed to attract much of a following online, with just 44,000 followers on Twitter and 100,000 on Facebook. Much of its activity on social media has been devoted to fending off complaints. Once, it took five years to reply to a Twitter complaint about slow service. …

With no obvious ROI from social media, the channels were used primarily (and indifferently according to a few responses to this announcement) as a customer service platform. We all know what that really means – customer service on social media is basically the channel manager frantically trying to … Read More

In the best firms, we see a “center of excellence” model where there are representatives from the various departments that can speak to their respective needs. At a minimum, this should include IT, Marketing, PR, Customer Service, Legal, and Risk/Compliance. If a company is supporting a social selling … Read More

The majority of consumers (87 percent) say social media helps them decide what to buy. And most of them (90 percent) try to reach out to brands via social media. It's also interesting to note how a large number of consumers (59 percent) think customer service through social media has …

HCM City (VNA) – Social platforms are effective channels where online tourism firms interact with potential customers, and the travel industry must transform … Some sources that customers consult before using services include social media (60 percent), friends and relatives (48 percent) and online travel … Read More

… 7 day/week Front Office service, M2M services, one-stop-shopping approach Azercell Express offices, Online Customer Care and Social Media Customer Care services, Mobile Customer Care office, mobile e-signature service 'ASAN Imza' etc. Azercell deployed first 4G – LTE services in Azerbaijan in … Read More

Today the customer service approaches on social media are a great learning experience. We see how the real and authentic create an impact while the slapdash approaches look forced and uptight, which contradicts the very idea of being “social,” notified Anand Rajendran, CEO and Co-Founder of … Read More

Furthermore, social media, a tool for driving customer support/ engagement, cannot be overlooked. OTAs, travel agencies and hotels use it to interact with customers, resolve customer complaints as well as promote hotels and packages. The conversion is really encouraging. While for tour operators, … Read More

Videos are a surefire way to get clicks on your social media posting and can even boost revenue. Having an authentic testimonial will demonstrate the authenticity of a product or service. Including a testimonial and/or video demonstration that is captioned will definitely attract the attention of potential … Read More

A brief update that explains how you addressed their concern will show that you value all of your customers. If they refuse, just move on and put measures in place to help future customers feel heard before they resort to social media bashing. 6. Create a system to control reviews …