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Social Media and Customer Support

Nonprofits and Social Media: Why Technology Isn’t Killing Customer Service

Nonprofits and Social Media: Why Technology Isn’t Killing Customer Service

Video may have killed the radio star, but technology hasn’t killed customer service. As non-profit organizations (NPOs) slowly begin to embrace social networking, there are still those who feel that using technology to interact with customers is impersonal and diminishes the level of service offered. Strictly relying on auto-generated responses when dealing with customers online is a bad idea, but used properly, social media can actually improve your interaction with clients. Social media opens a new door for contact with donors and volunteers. While more traditional methods of direct mail, email marketing campaigns and face to face meetings aren’t going …

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Twitter Should Not be a Last Resort for Your Customer Service Department

Twitter Should Not be a Last Resort for Your Customer Service Department

I find that Twitter is slowly becoming a “last resort” for consumers who are having issues with businesses and cannot get them resolved through the normal means of phoning or emailing customer support.  We’ve seen it time and time again, made famous by @Dooce and the Maytag washing machine incident, but repeated by many others, including myself which I documented in my how to deal with angry customers on Twitter post, that a tweet is the most direct and quickest way of getting out your message to the world in realtime when all else fails.  As Twitter membership grew by …

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