customer service Archives - BrightCultures

How to service your customers on Facebook in 2016

By | customer service | No Comments

Almost one-third of consumers use Facebook to get support from customer service teams (ZDNet) It’s no wonder then, that Facebook has been significantly developing its brand presence to help organisations embrace the platform as a serious customer service channel.  This is a brief guide to help organisations understand how to use new Facebook features to take their customer service to the next level. Redesigned inbox What: The redesigned inbox helps admins view message streams from a customer, quickly view basic profile information (e.g. location), tag conversations and add notes about customers. Why: Brands no longer need to move customers to…

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20 lessons from the frontline of social customer service (part 1 of 3)

By | customer experience, customer service, Social Customer Service, Social Media | No Comments

Over the last few years I have helped a wide variety of organizations to embed best in class social customer service. From hugely risk averse and heavily regulated financial service organizations, to stiff upper-lipped government departments with global responsibility for citizen safety through to fmcg cereal and shampoo carelines, they have all required different solutions. However, setting up and delivering, best in class social customer service does require some core elements, so I thought it would be useful to distill this experience to give my 20 learnings from the frontline of social customer service. Over this series of 3 posts…

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Proactive Customer Service

By | Culture, customer experience, customer service, Social Customer Service | No Comments

We’re pleased to announce our latest whitepaper which has been co-written with leading customer experience expert, Adrian Swinscoe, on how to ‘transform your customer experience by making your customer service proactive‘. Traditionally customer service is reactive, but reactive customer service is both expensive and un-engaging. Meanwhile, proactive customer service offers cost savings and customer engagement opportunities.  Firms need to look at what reactive customer service is actually costing them, in terms of extra resources and costs and what they are, potentially, losing out on. This whitepaper; highlights the business case for offering proactive customer service showcases some great examples of…

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Bright things for customer-obsessed brands #8

By | Bright things, Social Customer Service | No Comments

A fortnightly round-up of bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT INSIGHTS FOR CUSTOMER-OBSESSED BRANDS The challenges and benefits of omnichannel customer service  Some good stats here including; “74% of consumers identify word of mouth as a key influencer in their purchasing decision” and a it on how BT saved $3.1 million per year by adopting a more social media-centric approach to its customer service – WOW. More insights from Brandwatch here. Why social customer service is a sliding door How can you make your brand more accessible to customers and maintain excellent customer experiences through multiple…

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Bright things for customer-obsessed brands #4

By | Social Customer Service | No Comments

Bright things for customer-obsessed brands wanting to thrive in a digital world. BRIGHT IDEAS A blog from Joshua March, Conversocial CEO, about how the new changes to Twitter DM’s will have a big impact for brands solving customer service issues on Twitter. Read more. This first in a new series of podcasts called, ‘Focus on Customer Service’, features Natanya Anderson, the global director of social media, CRM and customer service for Whole Foods Market. It’s worth a listen if you’d like to learn more about Whole Foods’ philiosophy toward customer service, the role it plays within the company and tips on how…

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Does your business have a social customer service mindset?

By | Social Customer Service | No Comments

Many organisations now have an active social media servicing presence but all too often, having set up their servicing it is just left to run by itself. This seems crazy to me and it means that these businesses are missing a huge opportunity – to develop a social customer mindset. You wouldn’t run any other part of your business without a vision or a strategy, so why would your social customer service initiative be any different? If you have launched your social servicing and then just left it to languish, now is the time to take stock. Ask yourself what…

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