Effective social media management can narrow the gap between companies and customers. According to a 2014 study performed by CTS, 8 out of 10 people cancel contracts on account of poor customer experience. Whether telecommunication companies like it or not, customer service has already largely moved to social media channels. In fact, 33% of users […]
Fast food chains are huge companies with thousands, even millions of customers. This means that, every minute, they are dealing with the challenge of providing immediate responses to their clients’ questions and complaints. Are they good at using social media to provide an efficient customer support? Some are doing a great job, whereas others have still a long way to go.
Just after relaunching the Ticket Inbox – Swat.io’s social customer support hub – a few months ago, we immediately started to think about further improvements to this crucial part of our product. We tracked your clicks & did in-depth interviews to get a better understanding of how our users are actually doing customer service on Facebook, Twitter etc. With those learnings we went […]