Social Customer Service & Reputation Management

While social media can be a great platform to attract new customers and grow your audience, it’s also the perfect avenue to keep in touch with your current customers. In fact, consumers have shifted away from traditional customer service channels like phone and email support, and are utilizing Twitter and Facebook instead. In order to adapt, your brand has to master the art of social customer care. Check out the articles below to learn how to improve your customer care on social media, as well as use social as a reputation management tool.

Delivering Social Customer Service

Social media is people’s top choice for customer care, with 35% of people opting for social media over traditional customer service avenues like phone and email support. Is your brand delivering top notch social customer care? Use these articles to steer you in the right direction.

Why you need a social media customer service plan

Being a customer these days means that you have a wide variety of service channels to choose from. No longer… Read More

The Importance of Social Customer Care

In addition to being the leading source of customer service, there’s a long list of other reasons your brand needs to prioritize social customer care. Here’s a look at how social customer service comes into play before, during and after the sale.

10 Tips for Providing Top-Tier Twitter Customer Service

Customer service isn’t what it used to be thanks to social media. And for consumers, that’s… Read More

How to Provide the Best Twitter Customer Service

While customers may reach out to you on every social platform you’re on, Twitter has become one of the leading platforms for social customer care. Due to its conversational nature, it lends itself to social customer care. Follow these tips to provide the best Twitter customer service possible.

10 Tips for Handling Twitter Trolls

The old saying is if you have nothing nice to say, you shouldn’t say anything at all. Sadly too many… Read More

How to Handle Twitter Trolls

All Twitter interactions won’t be positive. Occasionally you’ll get upset customers that will talk negatively about your brand and products. A large portion of these interactions can be resolved by contacting the customer. But then you have Twitter trolls who just won’t let up. The way you respond and react to Twitter trolls can cause you to either be known for your great customer support, or as the brand that lost it’s cool. Don’t feed the trolls.

Reputation Management

According to a survey published on Adweek, 49% of people rely on recommendations from influencers on Twitter to make purchasing decisions. If people talk poorly about your brand on social media, it’s likely resulting in lost customers. The best way to protect your business is to make reputation management a priority.

Protect Your Name

The first line of defense is to monitor your company name and any other brand keywords people would likely use when talking about your brand on social media. This way, you can quickly look into any complaints and respond. The last thing you want is for a bunch of complaints to go unanswered simply because you didn’t see them.

Twitter Mentions: How to Find, Track & Get More

Tracking Twitter mentions is one of the most effective ways to measure your brand’s presence on the network, as mentions… Read More

Don't Overlook Review Sites

Facebook and Twitter aren’t the only places online people can talk about your brand. Review sites like Yelp and Foursquare also have a social aspect to them. Monitor your reviews on these sites and use them to boost your brands reputation.

7 Online Review Tactics to Boost Your Social Media Marketing

Online reviews have emerged as one of the major factors that influence purchase behaviors of today’s consumers. Thanks to sites… Read More

Go Beyond Brand Mentions

In addition to monitoring mentions of your brand on Twitter, you can use social media monitoring to measure the overall sentiment about your company, how your competitors handle customer service and more. Follow the strategies in this post to learn how to put it all together.

Listen Up: The Need for Social Media Monitoring

Amid all the social media chatter today—with 500 million daily messages sent on Twitter alone—people are undoubtedly engaging in… Read More

Engaging With Customers

Engaging with your customers is one of the best ways to foster positive relationships and get ahead of issues before they become problems. You don’t have to wait for a customer to complain to interact with them. Read through these articles to learn how to use engagement to improve social customer service.

8 tips to build customer relationships with social media

Customer experience has become a top priority for companies in 2019. Today’s consumers base their perception of a brand on… Read More

Build Relationships With Your Audience

If you look at the top brands on social media, you’ll notice they tend to have a strong relationship with their customers. Their followers advocate for them, share UGC and there’s tons of positive conversations going on between them. Wondering how your brand can achieve similar results? Follow these eight tips.

Relationship Advice That Will Help Increase Brand Loyalty

New customer relationships start out strong, don’t they? You work hard to woo a new consumer with special offers, coupons… Read More

Improve Brand Loyalty

When customers are loyal to your brand, they won’t run to a competitor after the first negative experience they have with you. They give you the opportunity to fix the situation and go back to supporting you. And best of all, they don’t trash you on social media. In some ways, you could say building brand loyalty is like a relationship.

7 Ways to Better Your Social Media Engagement

Yesterday we had the amazing Sujan Patel contribute a guest post to our blog all about how to get your… Read More

It's All About Engagement

Poor social customer service can be just as damaging to your brand as someone having a bad experience with your product or service. If you take days to reply to questions, automate all your interactions or flat out ignore customers on social media, you risk losing their business completely. Here are some ways to improve your social media engagement.

Social Customer Care Made Easy With Sprout

We know how important social customer care is for our customers. That’s why we continue to add new features and updates to our platform to make it easier for you to deliver the best service possible to your customers on social media. Here’s a look at some of the ways you can use Sprout to communicate wth your audience and streamline your customer care efforts.

Manage Relationship With Customers on Instagram

As Instagram continues to grow in popularity, more customers are using it as a customer service channel. Our Instagram Contact View allows you to track your conversation history with customers, so you have context if they ask a question or reach out to you in multiple posts.

Foster Customer Relationships With Sprout’s Instagram Contact View & Engagement History

Instagram empowers brands to distribute compelling media in a way that tells a story and engages consumers. For… Read More

Build Your Very Own Chatbot

Chatbots are becoming increasingly sought after by brands that process a high volume of questions through Twitter. However, building those bots requires development resources and a lot of time. We’ve made chatbots more accessible with our easy to use chatbot builder that’s integrated directly into the Sprout platform. Learn more about what it is, and how it works in this post.

Introducing Sprout’s Bot Builder for Automated Conversational Workflows

Last year roughly 34,000 chatbots took on business functions–mostly in response to a growing need for… Read More

Respond to Customer Questions Anywhere

Social media is always on. Your customers don’t only have questions during regular business hours. In order to make it easier to manage conversations on the go, we’ve added push notifications for Facebook and Instagram. Now your team doesn’t have to miss important messages just because they’re not by a computer.

Monitor & Engage Anytime With Facebook & Instagram Push Notifications on Mobile

Social media is 24/7. It has become second nature for consumers to turn to social networks like Facebook and Instagram… Read More

Get Feedback From Your Customers

Curious how customers feel about your brand’s service? Now you can ask them directly and get a report with all their feedback. Track your score over time to see if your customer service is improving over time and make adjustments as necessary.

Start Measuring Customer Satisfaction With Twitter Feedback by Sprout Social

Twitter has become the go-to channel for many people to connect with a business or service provider. They turn to Twitter… Read More

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