Social Service @Scale
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Social Service @Scale
Using Social Media for Customer Service and Support
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CX Data Bits | Customer Experience Matters

CX Data Bits | Customer Experience Matters | Social Service @Scale | Scoop.it
Posts about CX Data Bits written by Bruce Temkin
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Marketers Should Make The Switch To A Customer-Community Model

Marketers Should Make The Switch To A Customer-Community Model | Social Service @Scale | Scoop.it
Jerome Pineau's insight:

community = marketing = service

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NatWest gets creative with customer service on Vine | Twitter Blogs

NatWest gets creative with customer service on Vine | Twitter Blogs | Social Service @Scale | Scoop.it
Twitter fulfills many roles for marketers, and one of the first that brands start with is customer service. We have seen brands open a direct conversation with customers on a scale that previously ......
Jerome Pineau's insight:

The difference between cool and brilliant...

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Designing for Multi-touchpoint Experiences

Want to help your team and stakeholders develop a mindset for designing and delivering multi-touchpoint service experiences before getting caught up in constr
Jerome Pineau's insight:

Interesting formalization of "service".

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Infographic: 10 steps to brilliant social customer service - Call Centre

Infographic: 10 steps to brilliant social customer service - Call Centre | Social Service @Scale | Scoop.it
An infographic from Sentiment, a cloud-based social media monitoring tool, outlines 10 simple steps to help you achieve social customer service successfully.
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Brands in All industries Increase Social Customer Care Performance! [INFOGRAPHIC]

Brands in All industries Increase Social Customer Care Performance! [INFOGRAPHIC] | Social Service @Scale | Scoop.it
Socialbakers has been measuring how well brands performed in terms of social customer care for over a year now. Take a look at our results and see how brands have become more Socially Devoted.
Jerome Pineau's insight:

Progress in #socialservice nice to see...

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Social customer service: The measurements and metrics to monitor | MyCustomer

Social customer service: The measurements and metrics to monitor | MyCustomer | Social Service @Scale | Scoop.it
What numbers should you watch to achieve greater visibility into your social customer care performance?
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How to deliver excellent social customer service

How to deliver excellent social customer service | Social Service @Scale | Scoop.it
Customer service has evolved. Instead of returning to a store or calling a helpline, people are increasingly turning to social media to resolve their gripes.
Jerome Pineau's insight:

#socialservice in a nutshell indeed.

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23% of people complain online out of vengence | Our Social Times - Social Media Agency, Social Media Training

23% of people complain online out of vengence | Our Social Times - Social Media Agency, Social Media Training | Social Service @Scale | Scoop.it
10 amazing facts about how and why people complain, and what brands can do about it.
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Twitter Customer Service Study - June 2013

A study of the Interbrand Top 100 Brands on Twitter who use dedicated customer service handles to engage, respond and serve customers
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Don’t Be a SaaS-Hole: How Silicon Valley Evolved Itself Into an Era of Zero Customer Service

Don’t Be a SaaS-Hole: How Silicon Valley Evolved Itself Into an Era of Zero Customer Service | Social Service @Scale | Scoop.it
The Valley has forgotten that a great user experience extends beyond the product, and delighting customers with a total user experience is at the heart of long-term sustainable business.
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Is Customer Experience The Future of Marketing? | B2B Marketing Insider

Is Customer Experience The Future of Marketing? | B2B Marketing Insider | Social Service @Scale | Scoop.it
Is customer experience the future of marketing? In this interview, author and "Millenial CEO" Daniel Newman shares his insights on the future of marketing.
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Enterprise Support Maturity Model: | Enterprise Software Customer Support

Enterprise Support Maturity Model: | Enterprise Software Customer Support | Social Service @Scale | Scoop.it
Jerome Pineau's insight:

Not too many invisibles up there - maybe Apple and Amazon?

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Experience: The Blog: The One Social Media Question No Customer Care Professional Should Ask

Experience: The Blog: The One Social Media Question No Customer Care Professional Should Ask | Social Service @Scale | Scoop.it
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Say Hi to the Social Media Elephant in the Room

Say Hi to the Social Media Elephant in the Room | Social Service @Scale | Scoop.it
Most of the companies we work with are starting to get their arms around whether they should put more structure into how they manage social media.
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3 Fascinating Social Customer Service Examples | Our Social Times - Social Media Agency, Social Media Training

3 Fascinating Social Customer Service Examples | Our Social Times - Social Media Agency, Social Media Training | Social Service @Scale | Scoop.it
How are brands responding to the challenge of delivering effective customer service? We've highlight three examples from our Social Media Week London event.
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A Customer Service Makeover | Social Media Today

A Customer Service Makeover | Social Media Today | Social Service @Scale | Scoop.it
Improve communication with customers. Email provides an economical way to keep people apprised of changes in orders, policies, and events.
Jerome Pineau's insight:

"Amen". 'Nuf said :)

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The Future Of How Businesses Connect With Customers

The Future Of How Businesses Connect With Customers | Social Service @Scale | Scoop.it
New-wave customer-relationship management tools are redefining a $21 billion market.
Jerome Pineau's insight:

"By the most optimistic numbers, less than 1% of the global workforce uses CRM tools" - ever wonder why?

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The Top 100 Most Social Customer Service Pros On Twitter

The Top 100 Most Social Customer Service Pros On Twitter | Social Service @Scale | Scoop.it
The Top 100 Most Social Customer Service Pros On Twitter - The Huffington Post
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Social customer support: Lessons from the social leaders | MyCustomer

Social customer support: Lessons from the social leaders | MyCustomer | Social Service @Scale | Scoop.it
Tia Fisher examines what we can learn from how the top performing brands approach social customer support.
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XeroxVoice: Social Media Customer Service is a Failure!

XeroxVoice: Social Media Customer Service is a Failure! | Social Service @Scale | Scoop.it
By Frank Eliason The headline to this post is certainly not a statement you would expect to hear from the person formerly known as @ComcastCares, but I think it is an important perspective to consider if we are to build stronger relationships with...
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Are these the tools to make social customer service a reality? | MyCustomer

Are these the tools to make social customer service a reality? | MyCustomer | Social Service @Scale | Scoop.it
MyC takes a look at the tools and vendors on the market, and provides tips to keep in mind while shopping for solutions.
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Social customer service: the challenge for brands in 2013

Social customer service: the challenge for brands in 2013 | Social Service @Scale | Scoop.it
In recent years social customer service has endured crises and successes in equal measure. Here’s a quick evaluation of where we are today, with some pointers for the future.
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FedEx Uses Social Media to Achieve Customer Service Success | Social Media Today

FedEx Uses Social Media to Achieve Customer Service Success | Social Media Today | Social Service @Scale | Scoop.it
Ginna Sauerwein explains how FedEx uses social media to provide excellent customer service. FedEx integrates across multiple functions to create a seamless customer service experience. They try new technology, like video chat.
Jerome Pineau's insight:

Nice #socialservice piece

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