Social Customer Care

Join @talissa.beall and @Madison.Masterson tomorrow for Grow Sessions: Building a Brand Community, as they delve into the secrets of creating a thriving brand community that captivates and inspires.In this event we will:Gain a deep understanding of what makes a brand community truly special Discover the remarkable benefits of cultivating a passionate community Explore the techniques for building an engaging brand community Examine the abilities, tactics, and resources needed to build and manage a brand community Find out what makes a brand community manager different from a social media manager And, learn about the key components that make will make your brand community thrive UPDATED:🏆Congratulations to our engagement winner @craig.cordel

 The growing challenge of balancing quality and speed in customer service as consumer expectations continue to rise.With social media now playing a major role in customer interactions, it's more important than ever to deliver efficient, high-quality service to build a strong brand reputation. The article offers insights on how to achieve this balance and exceed expectations without overloading your team's resources. Metrics to measure customer service efficiencyTo track support efficiency, consider measuring:Average first reply time: The time it takes for your team to send out the first reply to an inbound customer message within business hours. Average reply wait time: How long customers wait in between responses until their issues are resolved.

When it comes to data collection, there are infinite things you can learn about your customers. From basic attributes (like name, email address and demographics) to how they interact with your brand online (engagement, cost per click and conversion metrics). You can track their purchasing behavior (order history, average order value, usage) and source attitudinal data (voice of customer, sentiment and psychographics).Get all the details and the full article here: https://sproutsocial.com/insights/managing-customer-data/

The holiday shopping season is the busiest time for retailers and consumers. With an increased focus on social media usage for e-commerce in the past few years, we expect a considerable increase across the market. From customer care to traffic, businesses should be ready to see 18% more social messages during the holidays according to the newest data from Sprout Social. In this pre-holiday event, we will speak with Sprout Social’s Aubree Smith to discuss some of the newest data, strategies and predictions for brands. The goal of this event is to give our community members tangible ways to prep and provide the data to inform their strategies.Attendees will walk away with: The newest research and data for the 2022 holiday season  Ideas to ramp up strategies and customer care team for holidays Real-world examples of how brands/retailers are prepping for the end of year and the steps to  execute on your campaigns

According to Sprout's listening data, retailers can expect a 18% increase in social media messages this holiday season—yet, brand response rates are on the decline.Although experts expect to see a 7.5% increase in sales in brick-and-mortar stores and ecommerce channels alike, high inflation rates will force consumers to tighten their budgets. Start planning for a more competitive holiday season by developing a foolproof customer care strategy on social.Get the full

Exceed your customers’ expectations and deliver responsive, tailored experiences on their communication channel of choice: social media.   

Hello Everyone!I’m excited to announce our course Social Customer Care Bootcamp: How to Build & Measure World-Class Service on Social is now LIVE. Once you’ve completed the course, come back here and let us know what stood out to you.Please share your feedback in the survey at the end of the course, we would love to know your thoughts. Thank you!

“Social customer service” and “social customer care” are often used interchangeably. They aren’t the same, though.Customer service is generally a passive but responsive field. A customer comes to you with a question or issue. You respond. Simple enough, right?Customer care is about proactively meeting your customers’ needs. In terms of social customer care, that means:Having a self-service help center Educating customers about your product via social content Interacting with customers on a consistent basis (even before they make a purchase) Having answers and information on-hand before someone reaches out Offering personalized service that goes beyond automated responsesRead the full article: https://sproutsocial.com/insights/social-customer-care/