Article Customer Care Social Media 
eglobalis
OCTOBER 21, 2024
Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Studies by Forrester reveal that unaddressed complaints on social media can increase customer churn by up to 15%.
Vonage
APRIL 25, 2019
Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback.
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ShepHyken
OCTOBER 12, 2022
Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. For now, let’s address why companies aren’t using social channels. .
Comm100
OCTOBER 11, 2017
Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service?
Vonage
SEPTEMBER 21, 2017
No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future.
Vonage
OCTOBER 2, 2017
No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future.
BlueOcean
FEBRUARY 7, 2019
These metrics are most valuable when you can segment and filter them by type of customer (especially by tenure and lifetime value), type of interaction (related to the channel they use or teams they interact with), and the customer’s score over time. Read these related articles next: The True Cost of Losing a Customer.
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