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BizReport | Mobile Marketing October 10, 2014

Mobile shoppers struggling with apps and want in-app customer care

Consumers are increasingly using mobile apps to help them in their shopping journey but, according to new research from Contact Solutions, those mobile shoppers have high expectations when it comes to customer care.... >>

BizReport | Loyalty Marketing June 06, 2014

Service providers ignoring demand for customer care via social media

While two-thirds of service providers believe that mobile customers turn to social media channels such as Facebook and Twitter because they are unable to contact a customer care agent via any other channel, the reality is quite different, according to... >>

BizReport | Social Marketing July 31, 2013

Social media customer service response rates up 143% YoY

New research from Socialbakers reveals that brands have increased the number of questions answered via social media, as more and more consumers take to social platforms for answers to customer service queries.... >>

BizReport | Research archives April 23, 2008

Consumers use social media to "vent"

Just one person’s encounter with bad customer care can do a lot of damage to a brand, more so now that social media is being used by the disenchanted to expound their bad experiences online.... >>