Customer Service News & Articles

Source Metrics, a company that provides marketing teams with social media marketing tools, has released a Social Media Inbox. This new product aims to help companies and their brands with their social media presence.

Accommodating today’s always-connected, app-enabled customers who interact with brands through multiple devices requires turning many of our thoughts about customer service inside-out.

The customer has always been king, but social media -- Facebook, Twitter, texts, chat, forums and email -- have profoundly affected customer expectations, giving them more power and influence and changing customer relationship management in ways we could never have imagined even a decade ago.

Over the last 10 years social technologies have dramatically changed the way we work together and interact with customers. This is having a profound impact on how companies approach customer experience, support and documentation. As the digital social landscape evolves and matures, so must
our innovation and adoption of social tools.

Social is such a hot topic these days that it’s understandable that it is the first thing we think of when addressing customer issues. But good business people don’t stop there. 

In the entire history of commerce, customers have never had it so good. Not only do they continue to be the focus of retailers’ attention, but personalized shopping, anywhere transactions, social sharing, fast and powerful comparative shopping, a good sense of what the customer will do next and a seemingly infinite recollection of every detail of every interaction are now combined into what can be described as the golden age of customer service.

For customer service to succeed in the current multi-channel environment, companies need to better align the direction of the customer experience decisions by top executives with those made by marketing and customer service professionals.

By focusing all their customer relations on getting that final transaction, companies are thinking too small.

On Wednesday, November 28th, it will once again be Tweet Jam time. This month we'll be concentrating on Socializing Customer Relationship Management and have lined up a great group of panelists.

The growing marketing and customer care related trends of social media, sentiment analysis and rich media are helping break down the traditional silos between CIOs and CMOs, according to Larry Bowden, VP of Web Experience for IBM. Bowden discussed these trends and the increasing “de-siloization” of the marketing and IT departments with CMSWire.

SAP is a big company that likes to take big steps. The SAP 360 Customer solution introduced at this week’s SAPPHIRE NOW/TechEd conference in Munich, which SAP says will “revolutionize” how companies engage with customers, certainly qualifies as a big step.

Did your airline make you wait hours on end on the tarmac? Did your favorite online shoe merchant send you the wrong sandals for your trip to Bermuda? Poor customer experiences can quickly damage the reputation of your brand. And let there be no doubt about it -- social computing has changed the game for managers in customer-facing roles such as customer service.

There's a lot of talk out there about the customer coming first and taking care of the customer, but how many companies are walking the walk? On November 28, we're holding a Tweet Jam to look at how some companies are using social technologies for customer service and explore the benefits and challenges of this approach.

What happens when the number one application in the Google Apps Marketplace and the number one Google Apps SMB Reseller join forces?

How can companies use internal tools, like customer relationship management and performance management systems to improve the way customer service is delivered?