Social media provides businesses with direct, real-time access to their customers. Each interaction tells a story that can be explored and learned from. But without a social CRM tool, that information stays isolated within marketing teams. The right social media management tool can unite teams around deep customer insights, cutting confusion and increasing collaboration. The…
Customer service teams are constantly under pressure. While customers expect them to respond immediately and know all the answers, siloed teams, opaque workflows and fragmented customer data across channels add to the challenges support teams face on an ongoing basis. They need the right tools to make swift, efficient decisions and provide the kind of…
Enhanced customer satisfaction, high customer engagement, and increased revenue are good reasons to develop an omnichannel customer experience. Still, it takes more than integrating multiple channels to build a successful one. It takes a strategic approach, continuous optimization, a customer-centric mindset and a well-planned omnichannel strategy to make it all possible. This guide introduces the…
Customer experience (CX) is all about how your customers perceive their interactions with your brand. A positive CX can turn casual browsers into loyal customers, while a negative one can send them straight to your competitors. Now, enter social media — your secret weapon. It’s more than just likes and shares. With billions of users…
We all dread dealing with customer service. From long hold times to unanswered emails, it can create an unpleasant experience. Traditionally, customers call a toll-free support number or send an email to the help desk. Now there’s a third option: social media. More customers are turning to social media for their customer service, which creates…
It’s been two years since we last partnered with The Harris Poll to understand how leaders view the state of social media and its impact on an organization. At that time, social as a channel and profession was undergoing a major evolution. Today, it’s clear that constant change is simply a part of the job….
Social media customer service has become a consumer staple. There’s no going back on it now. Say goodbye to the era of phone queues or endless email chains. Today’s consumers are commenting, tagging and sending direct messages. Immediate and accessible, social media provides a much-needed direct line between buyers and businesses. Of course, what streamlines…
In the world of retail, brands fall into one of two camps: those that embrace social media marketing as a critical component of their customer experience, and those that view it as a nice-to-have. But social media usage is on the rise, with 76% of consumers reporting they used social media more in the last…
In the last few years, “customer experience” (or CX) has become a buzzword that every business appears to be developing a strategy for, or changing a process to address. How many businesses are factoring social media into this equation? For so many companies, social media teams are still the last to know about high-level strategy…
For a long time, brands have struggled to deliver incredible customer service over the phone, wading through the long lines of people waiting on hold and solving one individual problem at a time. But the advent of the internet and the instant gratification that consumers seek today means that brands have to go one step…
Instagram DMs can be a powerful channel for customer service and cultivating relationships with your audience. However, overwhelming message volumes, inefficient workflows and a lack of structure can prevent social media teams from making the most of this engagement—and even hamper response times. Add on all of this to juggling Instagram management between your mobile…
Companies today depend on digital marketing tools to survive. Sounds dramatic, right? But consider that a strong tech stack encourages growth and ensures that you aren’t spending your valuable time on tedious tasks. Read moreInstalling and Configuring your OnApp CloudAnd on the flip side, failing to take advantage of modern marketing tools means that your…
Business is booming on Instagram. Each month, more than one billion people around the world use Instagram for entertainment, inspiration, shopping and more. And brands are right there with them. Brands from all industries can benefit from being on Instagram as 90% of users follow a business on the platform. Plus, there’s a positive perception…
For most businesses and customers, social media is becoming their primary communication channel and a catalyst for building relationships with one another. It’s the public social profiles, posts and ads that make it possible to reach a wide audience, but it’s the private, personalized experiences with businesses that bode well for customer loyalty. Starting today,…
Social media is all about engagement and interacting with your audience. This means that when your followers and customers actually leave social media comments on your posts, you need to be responding – even if they’re not necessarily the nicest comments. It can seem a little daunting to know the best way to interact with…
While the age of social media means brands have access to instant, one-on-one conversations with their customers for marketing and customer feedback purposes, it also means that customers expect brands to respond quickly to customer service issues and complaints. Twitter is one of the best platforms to use for types of conversations, which is why…
Consumers today are spoiled for choice when it comes to service channels. And it’s no surprise that social is a staple of customer care today. Say goodbye to the era of phone queues or endless email chains. Immediate and accessible, social media provides a much-needed direct line between buyers and businesses. Read moreInstalling and Configuring…
The boom of social media as a customer care channel is unprecedented. Timely and transparent, social is a prime place for consumers to seek out answers and solutions. But many brands still struggle with social customer service. Read moreInstalling and Configuring your OnApp CloudSpecifically, the volume of messages coming from social media is often overwhelming….
Marketing your company and generating new customers is only one piece of the overarching business puzzle. Another piece of that puzzle is to continue nurturing those people so you can build customer relationships that last. In this guide, we’ll take a deeper dive into why building customer relationships is so important as well as share…
There’s something very unappealing about picking up the phone to call a customer service number. If you feel similarly, you’re not alone—when it comes to customer service, people are turning to other methods like in-app messaging and social media as their preferred method of choice. Over the last year, for example, social messaging grew 110%…