Category: social customer service and support

How to Resolve Customer Service Issues on Social Media

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liveworld post by: liveworld

Part 4 in the Series: Social Customer Service 72% of consumers expect resolution within one hour when using social media for customer service issues, according to Milward Brown Digital. That’s not a lot of time. What’s more, Simply Measured found that for the 30% of brands that do have a dedicated customer service handle on […]

The Keys to Customer Engagement on Social Media

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liveworld post by: liveworld

Part 3 in the Series: Social Customer Service Customers have high expectations for social customer service. At LiveWorld, we’ve found that 42% of consumers expect a response from companies on social media within an hour. However, many companies are failing miserably at meeting those expectations – 33% of consumers who reach out on social media for […]

The Importance of Social Customer Service for Business

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liveworld post by: liveworld

Part 1 in the Series: Social Customer Service Now more than ever, customers are taking their customer service issues to social media. But do you know how high the stakes are? Several studies show that it is critical for businesses to have an effective social customer service program. According to J.D. Power and Associates, 67% […]

LiveWorld’s Latest Advancement in Social Media Software

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liveworld post by: liveworld

Last week we released our new conversation management software for customer-obsessed brands. LiveWorld’s SaaS platform enables brands to manage customer conversations across social media and messaging apps in real time – thus enhancing social customer service and customer engagement. Not only will the software make your customers love you even more, it’ll make the entire conversation […]

Using Twitter’s Direct Messaging Deep Link to Deliver Better Social Customer Service

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Valerie Sprague post by: Valerie Sprague

Twitter has emerged as a vital customer service platform. With the recent advent of Twitter’s new Direct Messaging Deep Link, brands can more easily deliver social customer service that delights their customers. Customers are increasingly drawn to the convenience and speed of dealing with issues online. They’re rejecting the convoluted phone menus and call center […]

Lands’ End Faces Two-Way Social Media Backlash: How To Avoid Social Customer Service Nightmares

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Valerie Sprague post by: Valerie Sprague

Two recent decisions by catalog and online retailer Lands’ End have resulted in boycotts from customers with differing philosophies. In a recent catalog, the brand featured an interview with women’s rights activist Gloria Steinem, part of its Legends Series. Customers were also offered an opportunity to support the ERA Coalition’s Fund for Women’s Equality with the […]

Social Customer Service: The New 21st Century Marketing

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liveworld post by: liveworld

Customers are demanding the same high level of customer service from brands on social media that they expect from traditional customer support channels. They want fast, personalized answers to their issues and requests. What’s a brand to do when faced with figures like these? 42% of consumers expect a response from companies on social media within […]

Get Your Customer Service Team Ready: Business for Messenger is Coming to Facebook

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post by: Mark Williams

Customer service managers, did you know that you’re about to get hit with customer service complaints about your company via Facebook Messenger? “What’s that?” you say. “We’re not even on Facebook Messenger. We have a Facebook page but we don’t have a Messenger account!” Well, yeah, you will soon. In just a few short weeks. […]

5 tips for managing customer relationships through social

liveworld post by: liveworld

When it comes to social media, most companies are not actually very social at all. Instead they are stuck in the traditional broadcast, digital and public relations marketing models of talking at customers. They just are using social channels to do it. Here is a short list of best practices to join and develop online […]

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