Thanks to all who participated in the ManageFlitter #SocialROI Twitter Chat on
Tuesday, 11th April 2017.
Details of our next Twitter Chat:
Click here for more information about our Twitter Chats.
Below is a curated version of the Twitter Chat with Dan Gingiss.
- How does customer service fit into social media marketing and which platforms are best suited for it?
- In your opinion, what 3 things make up an exceptional customer experience on social?
- How can customer care impact ROI?
- Which businesses are successfully using social customer care as a marketing tool? What are they doing well?
- Response times are crucial. Talk us through what the average response time looks like vs. customer expectations.
- Is it better to settle disputes and complaints publicly or privately? Why?
- Describe one of the best customer experiences you’ve ever had. What made it memorable?
- Where is social media customer service going in 2017? Will Messaging apps play a big role in the future of CX?
A1: I think Messenger platforms will threaten Twitter support, with the rise of the Bots.... #socialroi— Tim @ Stoneham Press (@StonehamPress) April 11, 2017
A1. I see the customer service happening the most on Twitter and on actual company websites #socialroi— Alesia Hendley (@thesmoothfactor) April 11, 2017
A2 Customer experience on social is enhanced by rapid and accurate replies with follow-up. #SocialROI— Jim Katzaman (@JKatzaman) April 11, 2017
A2: #SocialROI— JMatt (@JMattMke) April 11, 2017
1 - Engaging with INDIVIDUALS
2 - Sharing their content
3 - Responding to complaints
A3: Poor customer service erodes trust in the brand, which has a direct effect on ROI. People want to support brands they trust. #SocialROI— Mallie Rust (@malliefe2o3) April 11, 2017
A3. When we purchase a product, we are actually purchasing an experience.— Ai Zhang (@aiaddysonzhang) April 11, 2017
Quality customer care is crucial to that experience. #SocialROI
A3: Depending on how a situation was handled the customer is either satisfied or not & if not there's no urge for them to return #socialroi— Jasmine Meredith (@JJAdultJJ) April 11, 2017
A5 Customers expect instant gratification. Respond as soon as possible, not necessarily with answer, but assurance it's in works. #SocialROI— Jim Katzaman (@JKatzaman) April 11, 2017
A5: The younger you are, the more instant gratification you require. If it's biz hours, I expect within the hour... #SocialROI— JMatt (@JMattMke) April 11, 2017
A5.2: If it's outside of biz hours or your a smaller biz, I expect first thing at the start of the next biz hours. #SocialROI— JMatt (@JMattMke) April 11, 2017
A5.3: If I complained a month ago and you're just getting around to responding now, don't even bother. #SocialROI— JMatt (@JMattMke) April 11, 2017
A6: I like to acknowledge publicly, but then move privately. #SocialROI— Jennifer Bulandr (@JenniferBulandr) April 11, 2017
A6: You should at the very minimum, address complaints publicly to show other customers that you don't ignore negativity. #SocialROI— JMatt (@JMattMke) April 11, 2017
A6: Start public, then move to private when the details of the discussion requires greater privacy to protect the customer! #SocialROI— Mallie Rust (@malliefe2o3) April 11, 2017
A7: Can we take a moment to acknowledge the strides Apple has made with their in-store experience?? It's so efficient now! #socialroi— JMatt (@JMattMke) April 11, 2017
A8 Messaging, other mobile apps will play bigger role in social media customer service as more people move to mobile for comm. #SocialROI— Jim Katzaman (@JKatzaman) April 11, 2017