Customer Care
Create a digital-first, proactive customer service experience.
Digital customer service for today’s human
Life during a pandemic taught many lessons, among them that each moment is precious. Many of those moments are spent interacting with the people who are important to us, connecting with other humans like the social animals that we are. But there’s no sho…
Sprinklr Team
March 12, 2021 • 3 min read
Top brands: Humanizing the customer care delivered on Twitter
Twenty Twitter accounts that deliver people-powered care Addressing customers by name. Using GIFs to make communication playful. Making your customers LOL, 😂 or ROTFL. These are all ways that brands can humanize Twitter care, and make a care interaction…
Alexandra Samuel
March 10, 2021 • 3 min read
Top brands: Helping customers get a deal on Twitter
12 handles that help customers get more for their money In From AM to PM: Twitter Customer Care in a 24/7 World, we look at how Twitter care helps deliver value across four different value dimensions — including economic value. Customers turn to Twitter …
Alexandra Samuel
March 8, 2021 • 2 min read
Top brands: Taking ownership of customer issues on Twitter
Sometimes customers just need to hear that you’re trying to help. When it comes to Twitter care, simply taking ownership of a problem can have a powerful impact — whether taking ownership means moving customers to DM so that you c…
Alexandra Samuel
March 3, 2021 • 4 min read
Top Brands: Reaching Out to Customers on Twitter Before They Ask
Twenty companies that go the extra mile It’s one thing to provide a prompt reply to a customer who tweets you with a question—and it’s another thing to anticipate an issue, or spot an opportunity to delight a customer, and reach out before they ever ment…
Alexandra Samuel
March 1, 2021 • 2 min read
Why Do You Need a Social Data Management Platform (DMP)?
“It is a capital mistake to theorize before one has data.” So wrote Sir Arthur Conan Doyle in 1891 for his first Sherlock Holmes short story, A Scandal in Bohemia. The quote didn’t just serve his fictional detective well in solving seemingly unsolvable c…
Sprinklr Team
February 23, 2021 • 4 min read
Top brands: Providing customer care on a dedicated Twitter account
25 companies that win with a separate Twitter care handle Should you deliver customer care from your main Twitter handle, or use a separate account that’s dedicated to fielding inquiries and solving problems? In From AM to PM: Twitter Customer Care in a …
Alexandra Samuel
February 22, 2021 • 2 min read
Top Brands: Responding to customer care inquiries on Twitter
12 companies that respond swiftly to customer concerns When customers turn to Twitter to ask a question or solve a care issue, they appreciate a speedy response. When brands excel at delivering rapid responses, and sustain those response times on a consi…
Alexandra Samuel
February 17, 2021 • 2 min read
3 Auto Brands That Use Social Media to Master Customer Care
We may be in the thick of the digital age, but car brands remain some of the most prolific TV ad buyers out there. According to Nielsen Ad Intel, TV is still the largest ad investment for automotive companies. And car brands like Volkswagen, Toyota, and …
Guest Author
February 17, 2021 • 5 min read
The 5 Essential Metrics for Social Media Customer Service
In the noisy world of social media customer service, many people swear by a slew of complex metrics that seem better suited to an advanced calculus class than a company’s help desk. Often, these are wordy measurements such as “Total number of social post…
Sprinklr Team
February 15, 2021 • 7 min read
5 Customer Service And Customer Experience Flaws That Are Losing You Customers
As a customer service consultant and turnaround expert, I specialize in transforming customer service and the customer experience at companies that have lost their touch with their customers and want to set things right. Often, the issues I find (when I …
Sprinklr Team
February 11, 2021 • 4 min read
The Real Challenges of Crisis Management in the Social Age
If you talk to any CEO and break down the business outcomes they really care about, you’re likely to uncover three common themes. They want to know how to grow revenue, how to reduce cost, and how to decrease risk. Within an organization, it’s the first …
Sprinklr Team
February 3, 2021 • 5 min read