Do you have a social media crisis plan? Most brands don’t. And not having one can be incredibly dangerous.
We’re genuinely proud to recognize the best performers in Social Customer Care. And to mark the release of our latest white paper on the topic (linked below), we’ve selected the top five reasons why your brand should get on board.
As we wind down from our coverage of social customer care for this past Socially Devoted quarter, we want to honor the top 10 brands on Facebook for Q4, 2013. These brands have worked tirelessly on social to give their Fans all of the support that they need.
Along with ancient architecture, superior health care, and (at least in my opinion) inferior coffee, the European Union now also offers better social customer care on Facebook and Twitter than the United States.
E-Commerce and Retail brands in the US are both evolving to make social customer care a big priority. But E-Commerce brands are falling behind their retail rivals.
It’s true. Although Facebook is still where many users turn for customer care on social media, Twitter has been making headway over the last year.
Yesterday we looked at how Response Rates are going up around the world. Today, we’ll give you the global lowdown on Response Times. Are brands speedier than ever, or slower than before?
It’s time. We’re excited to announce the Socially Devoted results are in for the last quarter of 2013. Socially Devoted is Socialbakers’ quarterly review of Social Customer Care activity on Facebook and Twitter. It looks at how well companies respond to social care requests around the world and sets benchmarks against the top brands, industries, and countries. It’s the globally-respected standard for companies that do social customer care well.
To see the current state of social customer care in the US, look no further than the recent Polar Vortex. Early this January, the frosty calamity gripped most of America in its icy spell, posing a huge test for the social media teams of both airlines and airports. The awful weather conditions wreaked havoc for everyone in the industry, leaving thousands of flights cancelled, airports shut down, and many passengers confused, frustrated, and furious. But because this is 2014, instead of dialing the phone for customer service, a large number of travelers took to the web with their polar problems.
Three years ago, we noticed that brands were not seizing the opportunity to do good social customer care. So, we created the Socially Devoted quarterly reports and awards, to talk about the progress of the industry and reward the best practices of devoted brands.