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Managing Customer Expectations in the Age of Real-Time Response

By Lauren Vargas
Monday, May 24, 2010 | 8 Comments
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Posted in: Social Media, social CRM

7 Reasons Why Social Media Presents Great Opportunity for Customer Service

By Molly Privratsky
Friday, May 21, 2010 | 8 Comments
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Posted in: Customer service, Guest Blogger

Customer service is inherently social. When you take away all the bells and whistles, it is and always has simply been a conversation between a company and its customers. Now that social media is a key location for social interaction in general, it follows that customer service inevitably has to have a presence there as [...]

Reactivating and Retaining Customers Through Social Channels

By Lauren Vargas
Thursday, May 20, 2010 | 8 Comments
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Posted in: Social Media, social CRM

Massing large amounts of fans or followers is pointless if you cannot service your current community or entice them to remain interested and have ongoing engagement with your organization. Your company must be just as smart and strategic about your online participation as it is about traditional customer service and offline engagement channels. While online behavior [...]

Four Must-Have Components of an Online Customer Response Strategy

By Katie Morse
Tuesday, May 18, 2010 | 14 Comments
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Posted in: Customer service

For all the talk about social-media-for-customer-service case studies, the very basic question of, “OK, so how could this work for my business?” often remains unanswered. Jumping on Twitter and beginning to answer questions may seem like a great thing to do, but there is a necessary amount of thought and planning that must happen before [...]

Radian6 Community Series: Listening, Engagement, And Intent

By Amber Naslund
Monday, May 17, 2010 | 17 Comments
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Posted in: Community, Customer service, Listening, Social Media, Social Media Monitoring

As a community team, we have a rather methodical approach to how we connect with and engage with our customers online. We refer to all of these conversations as “answering the social phone”, and we approach our engagement with that in mind. There are several pieces to that, including how we organize our process and [...]

May's Radian6 eBook Available in eReader Format

By Teresa Basich
Friday, May 14, 2010 | 4 Comments
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Posted in: Uncategorized

We’re continually listening for feedback from our community, and we work hard to make sure the requests and suggestions you send us are thoroughly considered and worked into our game plan when possible. Some of those requests take a bit more time to fulfill, but there are a few we can put into action fairly [...]

Customer Service is the New Marketing

By Teresa Basich
Thursday, May 13, 2010 | 17 Comments
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Posted in: Customer service, Marketing

If actions speak louder than words, then it’s no surprise that customer service is playing a larger and larger role in peoples’ buying decisions. Today’s marketplace is packed with redundant products and services, so we turn to big-picture differentiators, like brand reputation and buying experience, to help us make purchasing decisions. This is also part [...]

H&R Block Preps for Company-Wide Social Media Outreach

By Teresa Basich
Monday, May 10, 2010 | 13 Comments
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Posted in: Clients & Customers

There’s nothing quite like tax time to set people on edge; not only do we potentially have to shell out money to our government, but it’s a slightly nerve-wracking process making sure our paperwork is filled out and filed properly (let alone figuring out what tax laws apply to us). We all feel the pain [...]

Social Customer Support Delivers Strong ROI

By Paul Dunay
Friday, May 7, 2010 | 2 Comments
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Posted in: Customer service

In a recent poll by the TSIA of firms using social media, 68% of companies said they don’t know or can’t measure the ROI of social media. That’s a real shame, and if that’s the case for you, I would argue that you are focusing your social media efforts in the wrong place. There are [...]

May on the Radian6 Blog: Customer Service In The Age of Social Media

By Teresa Basich
Wednesday, May 5, 2010 | Add a Comment
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Posted in: Customer service, Social Media, social CRM

How’d April treat you? Did you get all you needed from us last month to get started creating some serious change in your organization? As always, if you want more, let us know — take a browse through the April ebook again, and let us know if you’ve got any questions or would like some [...]