How to deliver amazing customer service in social media

Kasia Kowalczyk , 3 August 2017

customer service in social media

Social media is becoming number one channel for customer service. It’s because it’s public, has global reach and allows for real-time interactions. It quickly replaces other means of personal communication, such as phone calls, emails. We often prefer to message someone on Messenger or WhatsApp rather than make a phone call. We converse with our friends by commenting on their Facebook posts instead of sending them letters or e-mails.
But also it’s where your customers are and where they expect you, as a business, to be and respond!

 

67% of online customers have used company’s social profiles for customer support.

33% of social media users prefer to use social media than calling.

• Customers who receive a service request respond end up spending 20%-40% more with the company.

• If the service is good, 48% of users will share their customer experience in social media with their friends.

 

Continue reading

New, improved automatic moderation options for Facebook content

Kasia Kowalczyk , 12 July 2017

Automate your Facebook comments moderetion with NapoleonCat. Automatic Facebook content moderation now available for all languages

Controlling your Facebook business pages and the content that is added by the users is vital from a social media marketing and reputation management standpoint. So, if you want your Facebook profile reflects your brand’s values, you need to moderate the incoming content. Facebook moderators spend a considerable part of each workday interacting with users, answering their questions, replying to their comments, dealing with disturbing content and keeping abusive and inappropriate messages off their pages. It can be difficult for businesses to do it round the clock as hiring more people to work 24/7 is oftentimes just too expensive. To resolve this business problem NapoleonCat offers automatic moderation options, which can detect keywords or a specific type of content such as links, and act according to the rules predefined by you. Today we made another improvement to automoderation rules – from now on they work for all languages (and also for alphabets other than Latin). We also redesigned this feature and moved it to the Inbox module.

Continue reading