New & Notable
Social media customer experience News
February 13, 2020
Experts say Google's Meena chatbot is a leap forward in conversational AI. But using it for websites and customer service will require all-new deployments and training methods.
September 04, 2019
Microsoft's PowerApps pricing changes, expected to take effect in October, could make them too expensive for some users who connect to data outside of SharePoint and Dynamics.
July 24, 2019
Salesforce expands its small-business offering with tools to facilitate customer conversations on Facebook Messenger, Instagram, YouTube and web chat.
June 13, 2019
Zendesk courts enterprise customers with a chatbot SDK that extends self-service tech into internationally popular chat apps, while Duet bundles Zendesk Support and Sell platforms.
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Those born after 1995 are driving trends online for themselves and older generations. These shared experiences are important for marketers to understand. Here are some tips. Continue Reading
In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience. Continue Reading
A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title. Continue Reading
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Gen Z expects companies to be on the cutting edge of CX tech. New technology can help companies keep up with these demands, without having to spend a fortune on strategy or software. Continue Reading
Who wants to call a company and wait on hold? Or, worse, send an email and wait for a response? Business messaging can avoid these hang-ups and help brands improve all stages of CX. Continue Reading
In an effort to increase transparency, organizations should either integrate social media with their e-commerce platform or enable users to post reviews and rate their products. Continue Reading
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As social media begins to play a larger role in customer interactions, social media CRM best practices are an increasing must-have for any organization trying to keep up. Continue Reading
Customer engagement is no longer about simply handling a phone call or letter. Organizations must also be at the ready to address issues on social media. Continue Reading
Companies are turning to sentiment analysis to learn what customers think. But customer sentiment is complex and can fall prey to misinterpretation. Continue Reading
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Employee social networks: Improving collaboration and solving problems together? Or a giant waste of time? Read how one call center made it work. Continue Reading
Businesses that follow a detailed social media strategy will reap the rewards of CEM, according to consultant Brent Leary. Continue Reading
CRM expert Brent Leary tells businesses to train employees and share information among departments before making a splash in social media integration. Continue Reading