Tag: social media

18 Nov 2014
20 Top Brands Are Put to the Test on Twitter

20 Top Brands Are Put to the Test on Twitter

Complaining and asking questions of favorite (or frustrating) brands on social media, especially Twitter, has become an expected way to get quick answers from brands. Research done by Lithium Technologies last year uncovered that 53% of customers who ask a brand a question on Twitter expect a response within one hour, and that number skyrockets to 72% if it’s a complaint. 

Social media is an endless opportunity for brands to show prompt, personalized customer care, but it is also a huge liability if not manned properly. This same study unveiled that 38% of people who don’t receive a response on Twitter within the hour feel more negatively towards the brand. Perhaps the most jarring discovery is that a whopping 60% of these people will take action against the brand using social media. Ouch. 

The Twitter Test

Christopher Ratcliffe, a regular contributor to eConstultancy tried out his own simple experiment to put  20 of the UK’s top brands to the Twitter test with one tweet asking a simple question. He measured the success and effectiveness of the customer service of each Twitter account by reviewing the response time, hours of availability of Twitter responses, personalization of the response Tweet and thoroughness of answers. 

See entire results here. 

The Good, the Bad and the Non-Existent

B&Q, the Uk’s top kitchen retailer, passed with flying colors because of their lightning fast response time of 3 minutes, personalized response and lengthy operating hours, which were clearly stated in the profile. A+

B&Q Brand Twitter

New Look, an international fast-fashion brand, came in second with a respectable response time of 22 minutes and a very impressive level of personalization. #NLBecky (as the social media manager referred to herself) checked online to be sure if the T-shirt requested was available and even offered to check local stores for a complete response. Very impressive. A 

NewLook Twitter

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What this means…

B&Q and New Look have now carefully positioned themselves to reap the rewards. 30% of top brands have dedicated Twitter feeds for customer service, and those brands that provide customers with a timely response can expect the following benefits:

  • 34% of customers are likely to make another purchase.
  • 43% are likely to recommend the brand to their family and friends.
  • 38% are more receptive to the brand’s adverts.
  • 42% are more likely to recommend the brand through social media.

On the other end of the spectrum, were the most disappointing social media care response of all…the sound of silence. Hatfords, Toys R Us and Boots neglected to respond after 24 hours of the original tweet. A closer look at some of their social media activity revealed these beloved brands are missing out on one of the biggest opportunities for companies to make a positive impact and increase customer loyalty.

Alas, the final figures are quite impressive with 85% of the brands responding and 70% responding in under one hour. Perhaps even more exemplary is that 50% of these responses were personalized 

What Does This Mean for You

Obviously it’s in your best interest to have a dedicated support team member readily available to respond promptly and accurately to any query placed on social media. But the reality is that your customers prefer to easily find their own answers.

nanorep allows you to include the social touchpoint as another channel for your customers to tap into your knowledgebase and receive the answers on social media at the best time – when they ask. Don’t make them work too hard to find the resolutions they need while they are onsite and engaged – you run the risk of losing their attention and even their patronage. 

nanorep provides a real-time, optimized knowledgebase. Support your customers immediately without opening the door for unresolved queries via social media that leave them frustrated, disenchanted and looking elsewhere for the help they need. 

Start your own free-trial of nanorep today. Don’t sweat it, there is zero IT required, because we want to make your life just as simple as you want to your customer journey to be. 

23 Dec 2013
Social Q&A or Leveraging Expert Answers

Social Q&A or Leveraging Expert Answers

Visitors to websites, particularly sites that offer products and services, enjoy the convenience offered by online shopping. There are typically no queues, no delays and there is instant gratification. Let’s assume you’re shopping for a new pair of cross-trainers. You run a quick search for the item and you navigate to the site that best meets your quality and price requirements. Once on site, you’ll likely have a few questions about the product or similar products. What do you do? This is the point at which eCommerce websites face their biggest challenge. In the presence of an effective ‘information exchange’ customers should easily find the information they are looking for and presented with accurate answers in case they have further questions. In the absence of such an efficient information exchange, there are 2 critical failures:

  • Poor customer experience
  • Website or Shopping cart abandonment

In an effort to reduce these negative effects, and potentially reverse them, eCommerce websites have multiple options available to them. When focusing on improving the availability of information and the speed of response the most popular option is Web self-service, which roughly divides into Q&A solutions relying on user-generated content and other solutions that rely on learning and automating professional agents’ answers. Let’s objectively assess these information exchange mechanisms available to customers. In seeking the best self-service support software it’s important to understand precisely what effect each of them will have on the customer experience. Solutions that rely on an ongoing knowledge base learning process are preferable since they can have greater effect of improving customer service.

Evaluating Social Q&A Solutions

In one form or another, these types of customer support solutions are well known to almost every website visitor. Many folks find themselves scouring through all manner of community-style forums in search of answers. Oftentimes there will be a virtual agent posted on site to assist with product related queries, or other general information. These types of systems are certainly a step in the right direction as they encourage interaction between customers and the website. But a caveat is in order: the engagement process can become detrimental if frustrations begin mounting. This is showcased in terms of the narrow scope available to virtual agents when responding to the unique questions and concerns that customers may have. In much the same way, forums provide a podium for raising issues but the response time may be significant.

Of equal import is the accuracy of the responses from fellow community members. Oftentimes these Q&A solutions may end up doing more harm than good as evidenced by higher abandonment rates, decreasing ROI and dissatisfied customers.  FAQ software is effective only when it is all encompassing, but the personalized nature of individual queries precludes an effective, overarching FAQ base. Examples of social Q&A solutions include the likes of mindquilt, lithium, answerbase and turnto. These systems are quick-fix solutions to providing Q&A interaction on websites. However, as mentioned earlier, they are subject to the same limitations as other Q&A systems.

Alternative Solutions

It is evident that there are indeed many merits in a Q&A system that is community based. Site owners have largely adopted these systems as a one-stop solution to engaging with customers on many different fronts. However, the limitations they are hamstrung by are noteworthy. An alternative approach to creating a customer support solution is one that relies on an exceptionally high degree of accuracy and top-tier quality. Such online customer support software is geared towards intelligent self-learning technology. In other words, a technology that is able to provide the most relevant single answer on cue. This type of software can effectively repeat agents’ answers, thereby enhancing the customer experience.

Intelligent customer support software is always conversion oriented. It simply needs to be – happy customers are repeat customers.  Higher conversion rates are a natural consequence of such customer service software. The time saved by not having to ruffle through countless threads on forums is certainly a boon to customers. nanorep works hard to improve the customer experience, which in turn boosts ROI, decreases shopping cart abandonment and leads to a win-win situation for all. eCommerce website owners enjoy peace of mind with software that ‘understands’ the customer’s language and easily directs them to the information they require to make informed shopping decisions.

06 Sep 2012
12 Social-Media Networking Tips

12 Social-Media Networking Tips

As Shop.org Summit approaches in Denver, Colorado, the nanoRep team is hard at work preparing the snazziest and most fun booth yet! Though the event isn’t for another week, our sales and marketing team is working hard to network up a storm before the exciting 3-day trade show. We’ve come up with a list of 12 social media networking tips – before, during and after the event to guarantee a successful and productive trip to Denver.

  1. Identify exhibitors, participants or potential partners/clients you would like to engage via social media channels before event for a face-to-face meeting.
  2. Tweet, Tweet, Tweet!  Everyone is talking about Shop.org – they want to meet you. You can track conversations by following the official event twitter handle @shoporgsummit and hashtag #shoporg12, in addition, make sure you also follow @shop.org for year round updates.
  3. Follow prospective customers or business partners on Twitter and engage.
  4. Engage with fellow attendees on Twitter before and during the event – give them a shout out and tell them where they can find you. Tweet updates and photos during the event to add some spice.
  5. Connect with fellow attendees via LinkedIn – search on “Updates” for Shop.org key terms to find the top influencers.
  6. Frequently update LinkedIn status and discuss Shop.org Summit activities – this makes you and your brand more visible.
  7. Join networking groups before the event and get to know your fellow attendees.
  8. Publicize frequently before and during event, posting where your business will be at Shop.org via website and social media channels.
  9. Use Facebook Check-ins and Foursquare at event and identify and engage with those checking-in.
  10. Give people a reason to talk to you – offer a giveaway on contest at your booth to ensure visitors.
  11. Follow up with your prospective clients and partners after tradeshow event – add onto LinkedIn, engage with on Twitter.
  12. Be as cool and fun offline as you are online 🙂