The role of social media in citizen-government interactions has steadily increased in recent years as the public becomes more reliant on the medium for real-time information. … “Don't forget that when you start social media customer service, there is an issue of burnout and coverage,” she warned. Read More

Buy Now. An equipment malfunction at a data center disrupted the financial routines of millions of BB&T Corp. customers beginning late Thursday afternoon. … BB&T extended branch hours Monday and added employers in its customer care centers, branches and social media response teams. "We're … Read More

Transportation leaders and those in operations and IT all benefit from a strong social media effort. Sharing company developments, joining in conversations, communicating services, recruiting, negotiating, coordinating, and providing customer service are all that much easier when social media … Read More

A lot of the credit goes to the new guys: the customer service chatbots — virtual agents that answered questions about setup, ringtones and cell phone … yet if it will scale, but we definitely saw an impact," he said, looking ahead to potential integration with social media and enhanced …

Meanwhile, an increasingly large number of consumers are using social media platforms to offer feedback on products and services. According to referral marketing platform provider Ambassador Software, 33 percent of consumers would prefer to contact companies through social media than over the … Read More

Customers want to be able to research a product on a desktop shopping site, check reviews on social media, make a purchase on their mobile phone, collect their order in store, and phone in with a customer complaint. Aside from adopting new technologies such as chatbots and self-service, businesses … Read …

A senior spokesperson for the store told Jumbo News: “We are investing in an ANPR car parking management system after a successful trial last year, to welcome improvements in the service we offer our customers. “We are acting upon customer feedback to ensure we protect the car parking spaces we … …

The US-based company with expansion center in Ilocos provides business process outsourcing services ranging from customer acquisition and sales, customer care and support, logistics and fulfillment, to social customer relations management, among others. For Bitancor, the hiring of full time customer … Read More

And maybe that day is coming. In the age of social media, where brand reputations either can be made or destroyed with a single tweet, excellence in customer service has never been a more powerful differentiator for the world's leading brands. So how can marketers create service experiences that … Read …

Importantly, just “being on social media” without a doubt provides a good head start, nonetheless, the particular kind of mindset required to thrive on the social platforms has also evolved as they have become the primary channel for customer service. The dynamics of social media are such that most of … …