article thumbnail

The KISS Method For Determining Social Media ROI

SocMed Sean

The dangers of ignoring knowledge management is that employees who leave your organization take their “tribal knowledge” with them, resulting in loss of access to the information and increased training costs for the persons’ replacement. Decrease in TOC and increase in FCR often results in an increase of CSat.

ROI 269
article thumbnail

Customer service tiers: What they are and how to create them

Sprout Social

For instance, a software company may require a more specialized support tier structure compared to that of a retail brand. That said, customer support tiers typically scale from zero to three, and include the following: Tier 0: This tier encompasses self-service portals such as FAQs and knowledge bases, along with bot support.

How To 105
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

6 Tips to Boost Your Customer Support Efficiency

The Realtime Report

One way to be proactive in supporting customers is by creating a knowledge base for the questions that they may ask before and after their transaction with you. Create focus groups and panel studies to get a more complete picture of what your customers are thinking about your brand and how satisfied they are with your service.

Tips 103
article thumbnail

Strategies to Ensure an Engaged Social Presence

Harp Interactive

Brian Solis describes engagement as: “Engagement is essentially the first step in building a relationship between your customers and your brand.&#. Reactive engagement is simply responding to direct dialogue to or about you or your brand/business. When someone mentions your name/brand, thank them…answer them … respond to them.

article thumbnail

How to create an effective LinkedIn Business Page in 6 steps

Sprout Social

A strong presence on LinkedIn provides your business with a professional digital presence and an opportunity for your brand to be seen by 930 million members and 75 million businesses. One of the key components of building your brand on LinkedIn is creating a LinkedIn Business Page.

LinkedIn 112
article thumbnail

Social Spotlight: Michigan State University and creating community in this ‘new normal’

Sprout Social

Welcome to the Social Spotlight, where we dive deep into what we love about a brand’s approach to a specific social campaign. From strategy through execution and results, we’ll examine what makes the best brands on social tick — and leave you with some key takeaways to consider for your own brand’s social strategy.

article thumbnail

Just get us the Millennials! #Marketing #Fail

Janet Fouts

I can’t count the number of times I’ve sat in meetings with brands large and small and heard the marching orders. They check in at retailers, restaurants and they expect brands to respond with authentic voices, not canned responses. Simply basing marketing on demographics alone is simplistic and patronizing.

Marketing 145