Social Media Guide: Zendesk's 10 Customer Service Best Practices [Infographic]

Zendesk posted this helpful infographic social media guide highlighting 10 customer service best practices for social media customer service. They’ve also provided more information on their post “Building a Customer Service Dream Team.” 3 Important Points from the Social Media Guide The first tips call your attention to the working conditions of your social care…

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What Should I Do if I Miss a Tweet?

You’re a community manager. Or a small business owner. Or a social media director writing process for a large team. You’ve set out a target to respond to your customers on social media within a set amount of time. Maybe it’s 30 minutes. Or, if you’re really on your game, maybe it’s even sooner. However,…

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Does Responding on Twitter Really Make a Difference?

Yes. (I know, you’re thinking “wow, she just came right out and said that with no hesitation.) I’ll say it again. Yes. And here’s why. My family and I recently returned from a Disney cruise. The children had a wonderful time. They giggled, squealed, and chased beloved characters all around the ship. They dressed up in…

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How Can Online Customer Care Feel Personal?

We know from recent customer surveys that a resounding theme exists in responses from consumers who want to do business with companies that care about them. “Don’t treat me like just a number,” they write. Or, “I want to feel like somebody at that company cares about me.” We also hear that digital interactions such as…

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