Aug 11, 2015 By Brett Weigl

5 Social Customer Care Tips to Connect @CrypticNames with @KnownCustomers

The writing is on the wall at Facebook—and loud and clear in Twitter feeds. Social has emerged as a preferred channel for customers to seek service and resolve issues. Whether they’re @mentioning a company directly, or #venting frustrations to their friends and followers, they expect their voices... Read More

Marketing Cloud, Marketing, Social, Social Media, Customer Service

Jul 28, 2014 By Brett Weigl

Create Your Own Social Customer Service Playbook

Many brands consciously set goals for social media engagement, both for community purposes as well as formalized social customer service. Goals, communicated across your organization, are key for understanding what you want to achieve. Yet at the operational level, thinking through and documenting... Read More

Customer Service

Jul 17, 2014 By Brett Weigl

Setting Goals for Social Customer Service in 4 Easy Steps

Social customer service seems simple: help your customers when they reach out on social media. But while it’s easy to immediately grasp the value of this idea, implementation is an entirely different matter. Way before you begin to formalize your practice around social customer service, it’s... Read More

Customer Service