Tag Archives: social customer care

Man using a tablet to provide customer support via social media

How Social Media Has Forever Changed Customer Service

Social media has revolutionized your personal life in ways you could never have imagined; with a quick scroll, you can identify which of your friends and family possess questionable political beliefs (okay, Aunt Betsy, we get it), who has gotten engaged, which orphaned puppy/adorable zoo animal duo is trending, etc. But in recent years, social […]

Who Will Fill Your Social Customer Care Gap?

I read an article last week about how video startup, Beme hired one of their teenage twitter followers after discovering he was providing unsanctioned customer support on his own through the social network. As more consumers are looking online to resolve customer service issues, companies are increasing their investment in social media. Adopting a social […]

Meet Augie Ray, Customer Experience and Social Media Expert

Augie Ray is a director on the Voice of Customer team at a Fortune 100 financial services firm. He has had a number of different roles in his career encompassing a combination of customer experience, digital and social strategy, and customer care.  How did you get into your current role? I was managing a customer service […]

social media customer care program

Six Building Blocks Of A Social Media Customer Care Program

Developing a social media customer care program requires understanding and anticipating what consumers want over social networks. Often this means being direct, honest, and quick to respond. Here are six essential parts of a successful social media customer care program that can help you develop and maintain a positive relationship with your customers – both […]

colorful speech bubbles representing social customer care

Keeping Social Customer Care Real

To maintain a social customer care program, companies must manage and make sense of a sea of information that ebbs and flows by the minute. This includes assessing the volume, validity, and severity of complaints that span multiple social networks. Legal and compliance issues can delay responses. Marketing and sales can muddy the waters by […]

The Problem with Traditional Customer Service

With so many people and companies active on social media, it’s no surprise that customers expect service there. Customers often take to social media out of frustration with phone support. They’re fed up with long wait times, dropped calls, and representatives who don’t understand or don’t care about their problems. And they especially hate having […]

Social Customer Care eBook

Think about the last time something really aggravated you, whether it was a slow Internet connection, long store lines, or a rude cashier. Did you vow to go home and call an 800 number, punch through a bunch of option keys, and wait to talk to a customer service rep? Or did you take out […]

Meet Paul Taylor, Innovation Coach at Bromford Lab

Paul Taylor is an Innovation Coach at Bromford Lab, the creative network of Bromford, a social enterprise based in the UK. Bromford is a non-profit that looks to tackle big social issues like poverty, unemployment, and health.  How did you get into the customer service field? My big breakthrough into customer service came in about 2000 when […]

Meet Shep Hyken, Customer Service and Experience Expert

Shep Hyken is the Chief Amazement Officer at Shepard Presentations. As a customer service and experience expert and professional speaker. He’s written five books, Moments of Magic, The Loyal Customer, The Cult of the Customer, The Amazement Revolution and, most recently, Amaze Every Customer Every Time. How did you get into the customer service field? After […]

Why You Need a Social Customer Care Program

Today, the best-in-class customer service companies are providing care where their customers prefer to interact. This goes beyond the phone to live chat, email, and of course, to social media as well. Many of our customers use Bloomfire for customer service and support – they need a place where they can seed content that their […]