Agent efficiency, automation, and operational insights
This post was originally created by Lithium before Spredfast and Lithium merged and became Khoros.
What are the most egregious examples of bad customer service in the recent past? Where specifically did these brands go wrong, and generally, what can customer service teams learn from these mistakes?
Read 8 Social Customer Service Fails You Can’t Afford to Make to find out -- and prevent your team from making these mistakes!
“53% of consumers expect a brand to respond to a tweet within an hour.”
— Millward Brown Study
Read about 8 epic fails, why they happened, and how to avoid them. Among the topics covered in the paper are:
A brand’s ability to have real conversations and create meaningful interactions via social is critical to the customer experience. Learn how one brand deployed canned, automated replies at great cost – while another used honesty to win the day in a tough situation.
Frustrated customers can and will take revenge on brands via social media. Read about one brand’s failure to keep a finger on the pulse of customer satisfaction – while another provides authentic ways for its customers to have issues resolved before things get too heated.
The days of nine-five customer service hours are dwindling fast. Learn how one airline defaulted to its standard customer support hours and paid dearly – while a consumer electronics company addressed a series of complaints with useful replies over social, and came out winning.
“Less than 2% of 85 brands studied consistently respond to complaints or comments posted on social media about them.”
— The State of Social Engagement 2016 study