Posts Tagged ‘Customer service’

Digital Customer Service – 5 brands getting it right

This post is by Sallie Bale, who is in the process of setting up her own account, but was desperate to just get blogging!

Spurred on by a recent article, ‘Why social customer service will come of age in 2012′, below is my work-in-progress Top 5 social media customer service channels. As that Econsultancy article points out, social media and customer service should be a match made in heaven. But so often due to a lack of knowledge, money or attention, some brands can get it pretty wrongg as we have seen over and over again.

As with many new issues, organisations often have a tough time understanding how digital customer service will work with their current offerings or processes. Mashable reports that many organisations are battling the same issues, which they distilled down to: Integration, Scaling and Crisis management.

I expect that many brands think they’re “opting out” of using social media channels in this way, but in some cases this simply is not an option; the customer is likely to use it any way. Referring to a study on WARC, Lawrence Fenley, MD, Sitel, said: ” With easy access to real-time information, a new generation of ‘always-on’ consumers is more empowered and demanding than ever.”

These sentiments are echoed by Mark Hillary in his insightful thought piece in the HuffPo. He asserts that the way corporate customer service is run hasn’t fundamentally changed in a very, very long time. He points out that the crucial difference between traditional customer service and social is that it is so easily amplified within the target market. To sum up, he argues:

“Consumers will complain using their own channels whatever you as a company ask them to do, so social media for customer service can no longer be ignored. It’s no longer a cool, trend-setting, inclusive, and awesome area to explore. If you are not answering your consumers within the social web then they will just assume that you are ignoring them.”

And so, with that in mind, here is my Top 5 list of great customer services channels:

1. First Direct

Witty, unafraid and funny. First Direct’s Twitter team are friendly, well trained, informative and engaging. But they also use humour to diffuse tension:

@uwitness: Dear First Direct – one quick way to put me off you as a bank is to send me an offer related to Jamie Oliver. Just saying.

@first_direct: @uwitness Sorry – are you more of a Nigella fan?

Read the rest of this entry »

FPS’ Friday Fiver

Hello again all. It’s been a frantically busy week here in the Financial & Professional Services team, but as ever we bring you the Friday Fiver which rounds up this week’s events. Thanks to contributors Mel, Nick, Jo and Jonathan this week.

Freedommmmmm…Braveheart bonds, kilt edged bonds, Connery bonds and Jonathan’s own personal suggestion of shortbread bond are just some of the names being used to describe new powers that will allow Scotland’s government to issue debt.

Mel's adopted country is about to issue its' own bonds

The Scotland Bill makes provision for the country to raise up to £2.2bn from markets to fund infrastructure projects. There had been calls to permit up to £5bn of borrowing but this idea has been dismissed and Treasury ministers are at pains to emphasise that this does not amount to writing a blank cheque. It remains to be seen what ratings agencies will make of Scotland’s credit worthiness.

Read the rest of this entry »