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KPI’s and KRA’s for a social media customer service manager
At least from the past 2 years or so, social media not only is a platform used for brand marketing, but it is also extensively used for customer service. According to Q2 2016 Social Sprout Index, approximately 35% of customers preferred social media for customer service than traditional channels like phone and email. Facebook and Twitter are seen as the most important contact center for customers.
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Moving from Response to Resolution: A tale of Two Popular Airlines
Customer Service on social media has evolved over a period of time. A brand’s image is impacted by the way they manage their customer’s concern online. As the best way to help an unhappy customer is to solve their problem, it becomes critical for brands to give resolutions on social media as opposed to simply responding to them. To explain our point better, let’s look at two popular airline brands to understand how both the approaches work.
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Why Social Media Customer Service Should Speak in the Voice of Customer?
The volume of conversations customers have with brands on social media increases each year. While most brands know what to say to a customer’s query, few know how to. To clarify, we intend to highlight the way a brand sounds while conversing with a customer online. While replying to a customer, some brands mistakenly sound too formal and robotic. Sounding anything but warm or friendly isn’t the best approach when conversing with customers online.
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4 Best Ways to Prioritize Customers for Social Media Responses
As per Econsultancy, 72% of the customers expect a response of their query on social media within one hour. This expectation can be fulfilled only when you prioritize customers to give out responses.
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Back your Customer Responses with Homework
Socially responsive brands create happy customers. Every brand knows this and those who don’t are living under a rock. Social media is all about speed, fast likes, fast answers and faster resolutions. If a post is unanswered for a couple of hours it fizzles off and a new latest takes its place. Customers are forming opinions based on how responsive a brand is. The choice is simple — quick or dead.
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Why we built Trooya
Social media represents a huge opportunity for brands to engage with their customers and a treasure trove of insights into what these customers think. Leveraging this opportunity by engaging with customers on social media and generating social media insights should be straightforward, but unfortunately is incredibly challenging to do especially at scale.
Trooya – Social Customer Care Reimagined
We at Germin8 are proud to announce that Trooya, our newest product, has come out of its private beta phase and is now available to all globally. In its private beta, Trooya was used extensively and exclusively by a large telco, a large private bank, logistic companies and even by consumer facing government departments. Continue reading “Trooya – Social Customer Care Reimagined”
Why Your Social Media Customer Care Needs to be Sensitivite?
Responding to customers online is a challenging job as a brand’s response might not always be what the customer wants to hear. However, proper training helps your social media agents respond to customers in a satisfactory and fair manner. It is said that learning happens either by one’s own mistakes, or by paying attention to those of others. Keeping this in mind, we have gathered from across the globe a few examples of how social customer care response should not be done. With this, you know how to train your agents.
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Do Indian online retailers deliver good social customer care?
Christmas is just around the corner, and if you’re done and dusted with your Christmas shopping, then good on you. You can sit back and relax while the rest of us scramble with our last minute shopping. Since most shopping is online now, we’re going to be shelling out the big bucks for express delivery. But what happens when that delivery is delayed and it’s Christmas with no gifts?
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