“Historically, customer expectations for phone support are far different than those for email support. When you use the phone, you expect a synchronous response – even if hold times can become excruciatingly long. Email is different. You send a support email (or fill out a contact form), and you expect a response in a few…
Link: 70% of Companies Ignore Customer Complaints on Twitter New research of 1,298 tweets found that only 29% of them were responded to by the company in question. Read about the research details and its implications for companies. by Jay Baer (@jaybaer) of Convince and Convert
Link: The Success of Customer Service is Dependent Upon True Social Engagement With social media now a mainstream activity, it’s imperative that a business have a functional social media plan. Indeed, social media is useful in at least six parts of your company’s functions. All in all, it sounds really lovely. Businesses pounce on the…
