We look into how companies in both Retail and E-Commerce brands in the U.S are handling the demand in the build-up towards Black Friday.
Another story from a leader in social customer care, like others you may have heard from our ENGAGE conference last week. Check out our exclusive interview below!
The US is a crucial force in the global economy. But how does it fare in terms of social customer care? We decided to investigate, and pitted the country against a somewhat similar market, the UK, to see how they measure up. The results were not that pretty:
Ever want to know how to start a social customer care team? Socialbakers shows you how in 3 easy steps.
Socially Devoted is a Socialbakers initiative which awards the best performing brands in social customer care. For Q3 2013, we’re serving the freshest data on devotees to see how they’re answering demand. We’ve organized a list of the top 10 countries with the best Response Rates, and Fastest Response Times, on Facebook. The results may surprise you. See who made our lists!
This week we’re recognizing the most Socially Devoted brands for Q3 2013. Our industry standard awards brands for exceptional performance in social customer care. Over the last quarter, demand has increased dramatically. More customers are expecting care on social media, and expecting it fast. But are brands able to keep up?
Since we released our first Socially Devoted results in 2011, more brands and customers are beginning to realize the importance of social customer care. And along with this, we’ve seen the demand for customer care from users on Facebook and Twitter grow enormously. In fact, just in the last year, from Q3 2012 until now (Q3 2013), we’ve found that the number of questions asked on Facebook has increased by over 56%.
Gert Wim ter Haar, Social Media Hub Manager of KLM, the most Socially Devoted brand on Facebook, is part of a team of 100 social media employees, managing KLM’s 24/7 customer care service in nine different languages the world over. Socialbakers CEO Jan Rezab, interviews him to find out how the Dutch airline achieves such great results.
We continue to emphasize the importance of responding to followers on Twitter and are thrilled to see that brands are increasingly adopting this platform into their social customer care. But let’s have a look at just how fast brands are responding to their customers.
This infographic shows industries and brands that provide the best level of social customer care on Twitter. Did yours make it to the Socially Devoted ranking?