14 practical tips for finest customer support on social media

One-third of the consumers prefer using social networking sites for getting in touch with a brand, as per Nielsen Holdings N.V. This shows that importance of this medium to support the customers is growing in a subtle manner.

Support through social networking websites is not limited only to online stores. Even consumers of offline businesses are increasingly using this medium to clarify their issues. It has become a key differentiator to choose the finest brand in the market from the available options. Therefore, agents must effectively respond their customers to attain their loyalty towards the brand.
Several firms ignore the importance of planning related to social media customer support while working on marketing and customer experience campaigns. But inclusion of social media customer support in your marketing plan can turn you into Yoda of your respective industry. Here are some essential social media tips to handle customer support which gives you edge over your competitors.

Tip #1: Write your name at the end

Even if you are responding from company’s profile page, it is a right practice to include your name (agent’s name) at the end of the response. This will assure your customers that they are talking to someone who cares and not just random representative on behalf of the company. The agent can introduce himself through a specific post on Facebook or Twitter whenever he begins responding to the queries.

Tip #2: Do not ask the customers to use another mode

I have seen several times that some companies give toll free numbers or email IDs of customer support as a part of response to customer’s query or complaint. This is extremely wrong practice and should be avoided at any cost.

Tip #3: Use reference links wherever possible

This technique is more useful for channels like Twitter where number of characters is limited. You can use ‘URL Shortener’ to minimize the size of reference links for helping the customers in resolving the issue. Also, if query is general, do not use Direct Message (DM) for responding.

Tip #4: Give them the exact date

If customer comes to you with an issue and you are unable to resolve it on the spot, give them a date until which the issue will be resolved. This will prevent them from posting the query repeatedly on company’s profile and will give an assurance that you are working seriously on the issue.

Tip #5: Avoid using scripted answers

There is no use of having a customer support team if most of the answers are based on a script handed to the agents. Use as much variation as possible in the responses which maintains a trust factor among users who read customer queries on the company’s page.

Tip #6: Monitor every channel

Normally, the companies focus mainly on popular social networking sites like Facebook and Twitter as complaints are prevalent on these sites in most of the cases. But it doesn’t mean that you can ignore other modes of customer communication. A frustrated customer can put the query on any social networking website and a furious one usually posts on more than one website. So, ignoring other channels where you are not active can be disastrous to the brand’s image.

Tip #7: Clearly state your hours of operation

In case you are not active round the clock on social networking sites for handling the queries, make sure that you post your hours of operation. This will ensure that the customers especially the busy ones don’t get frustrated for not getting response immediately.

Tip #8: Have a separate account for resolving issues

Normally, the brands use the same account for posting organic content and responding to the queries. But it is a nice practice to have a separate account which is dedicated to clear the doubts of customer and resolve their issues. You can put the information of this account on the official Facebook or Twitter page of your brand.

Tip #9: Complement the customers for their questions

You can complement your consumers whenever they post a query by phrases like ‘Great question’ or ‘Interesting question.’ This will be a first step in enhancing the satisfaction level and make the customers feel connected to the brand.

Tip #10: Reply out of scope questions with same excitement

You may have come across situations in which customers ask you out of scope questions which do not match your vertical. For example, a customer may ask you “Which movie should I watch today?” even if you are handling customer support for telecom operator. Yes, it does happens several times if you are handling a brand’s page.
In these cases, do not ignore the message or reply “Sorry Sir/madam, we do not handle these form of queries.”
Instead, answer them in a casual manner with the most appropriate solution to their question. The customers will definitely appreciate this gesture.

Tip #11: Ask for details like email and address on personal message

Customers will never appreciate disclosing their address and email etc. openly on social media. Therefore, it is essential to ask customers to post these personal details on ‘DM’ of Twitter or ‘Message’ option of the Facebook.

Tip #12: Respond quickly

Customers do not like to wait for a response from company’s end on social networking channels. Make sure that the response from your side is made in less than 1/2 hour. This active response will definitely establish you as a brand which is concerned about its customers.

Tip #13: Encourage suggestions

Several customers have some useful and interesting ideas related to your product/service. And Customers love when their voice is heard by the brand. Therefore, show full enthusiasm while replying to suggestions offered by your customers. You can even post on your profile description saying “We welcome incredible suggestions.”

Tip #14: Learn from the reputed brands

Good thing about transparency of social media customer support is that you can take lessons from other key players in the market. It is not necessary to learn about customer support by checking only the accounts of your competitors or people of your domain. You can even learn valuable things about customer support carefully analyzing account of big players from different domains like retail, mobile companies, food chains and telecom service providers etc.

Conclusion

Each tip discussed in the above section has the potential to turn you into a renowned brand that offers finest form of social media support. Therefore, do not forget to implement every technique in your customer support process.

Fragrance for males

Fragrances are one of most essential part of men’s grooming as they alter the perception of the world towards you. So, enter this dimension of aromas and accentuate your persona with these different types of fragrances.

Party fragrance

To be a center of attraction is the main aim of a party animal. The scent for a man should be a cocktail of various smells like cinnamon and vanilla or spicy note with a woody essence. A perfume containing a mix of tropical fruits will also help you attract the women of your desires and establish you as the alpha male among the party crowd. These combinations of pleasant odors are also suitable for a perfect date with your loved one.

Casual fragrance

This is something for day-to-day life of a man. The fragrance should be something fresh like that of citrus fruits, jasmine flowers and amber. For regular routine, the smell should not be too heavy and must keep you going throughout the day.

Office fragrance

Man must carry a sophisticated and formal essence for his office routine. Something containing peppery and spicy flavor as the top notes along with the hint of lavender, wood or basil establishes you as the classiest employee of the workplace.

Workout fragrance

It is one of the most important smells to make sure sweat from workout does not affect your personality. The cologne you apply during exercise regime or while playing outdoor sports must have woody flavor with the notes of herbal essence and floral aroma. Icy and aquatic notes in the perfume also keep you prepared for the heavy workout. Males can also go for fragrances containing the tint of coffee beans which are refreshing and controls the odor of the sweat.

So, choose the perfect perfume for your occasion and remember:

Smell good, coz as a man you should!

Yoga Power: Five benefits of performing this ancient art!

Western Yoga enthusiasts have developed Doga or Dog Yoga which is art of performing Yoga with pets. Yoga, which is an ancient art of body and mind wellness, has always remained part of several modifications as per the needs of specific culture or region. But the main aim of all the practices was deriving a better health and thereby improving the quality of life.
These are some of the major benefits which a person can receive by performing Yoga on regular basis.
Cure to multiple illnesses – The major advantage of performing Yoga is cure and control of numerous diseases which otherwise needed dependency on those sour pills which had multiple side effects. Asthma, high blood pressure, arthritis, liver issues and indigestion etc are some of the medical problems which one can overcome by aasanas.
Inner peace – It is the most underrated thing in present day scenario as we search peace from the outside world. We even spend a lot of cash on materialistic stuff which is expected to give satisfaction and thereby peace of mind. Yes, Yoga indeed controls a stressful mind and blesses the soul with inner peace.
Improved body energy – Improper lifestyle and heavy workload results in lack of energy which is major cause of fatigue and insomnia. Yoga and breathing exercises come as a rescue to this situation which rejuvenates the body and turns each body cell into activate mode.
Better flexibility – Practising different forms of Yoga poses helps in improving the flexibility of human body. Yoga postures causes stretching and strengthening of the body muscles which also improves the posture of the body. This also prevents you from minor injuries which can be caused by tasks of daily life.
Weight Loss – What’s better than a natural way to burn those extra kilos which keep you out of shape? Several Yoga postures combined with breathing exercises are what one requires to maintain the body weight as per the individual’s height and age. It also saves you from strenuous body workout and overpriced gym membership fees.
So, adding this precious form of exercise into daily routine will definitely soothe your mind, body and soul which will help in attaining a better version of life!

Importance of digital media in Indian offline retail sector

Being the greatest player in providing employment to the majority of working class, retail sector remains one of the key industries in India. Major business giants like Tata group, Reliance Industries and others are also expanding their retail stores at accelerating rate with multiple verticals like jewellery, consumer electronics etc. in tier 1 and tier 2 cities.
But in spite of regular rise and modifications in this industry, it faces stiff competition from the rising fame of e-commerce in the country. So, strategic implementation of digital media is a major step that maintains the business of retail stores in this information age.
Several digital media agencies are working as support services to blow trumpet of their client and maintain their sales. Several strategies applied by these agencies include social media marketing, mobile phone promotions, SEO optimization and online ads.
In the country obsessed with Facebook and Twitter, active FB pages and generic tweets are necessary for long-term survival of retails names like Max, Home Centre, Big Bazaar, Crossword Book Store etc. Also, mobile apps are becoming important part of this digital promotion scenario by multiple agencies. The app by the retail stores comprises info on offers, loyalty points, QR code reader and launch of new collections.
Social media not only drives potential buyers but also keeps the consumers in loop for future visits by interactive methods like review of shopping experience, online contests and consulting of products as per customer needs.
Another major tool used by the Digital Marketing Experts is use of retargeting. It uses browsing history of internet users thereby customizing the displayed ads. Though popular mainly for online shopping, this method can also be used for driving traffic to webpages of offline stores which can ultimately lead to increased sales.
The use of digital media as major part in driving business by small retailers is still in its fancy in India, but will grow with proper awareness on its importance among businesspersons as it is said “marketing also promotes itself."

Five technologies that after reaching markets will definitely ease your life

Science fiction writer Sir Arthur C. Clarke said “Any sufficiently advanced technology is equivalent to magic.” Researchers from different centers of the world are making it true with their innovative minds and passion to improve the life of common people. Here are some recent developments which definitely will enhance quality of existing technologies and thereby making the world a better place.

1) Traffic signals in your automobiles – Virginia Tech Transportation Institute’s researchers are developing a technology by which traffic signs will be displayed on a dashboard screen inside the automobiles. This will allow the drivers to yield or stop at road intersection on the basis of display on their digital screen. The technology is in developmental stages and its implementation will result in modification of currently existing transportation system.

2) Hi-tech helmets – Helmets from Skully which will be available from 2015 boast interesting features including rear view heads-up display which gives 180 degrees viewing through a camera. A voice control GPS navigation system which can be coupled with smartphone with audio-visual support is also incorporated in the helmet. The pre-order price of the helmet is around 830 euros or around $1400 and booking are already quite high.

3) Smartphones with mult-sensation touch – Microsoft is working on a touchscreen technology which will change the way you touch screen of your mobile. For instance, if you are typing something on your touchscreen device, your fingers will have sensation similar to that of keyboard pressing. Also, clicking on an on-screen button will give you mouse like sensation. These and many different senses are incorporated by use of different approaches like alteration of friction between screen and finger (electrovibration) and use of material under mobile screen which will be bent while you type on your phone. Many other startups too are working on same technology and are expected to turn our tablets and phones into mainstream computers. /

4) Advanced waterproofing of mobiles – A British nanotechnology company P2i which provides nano-coating solution for several materials has developed a new form of their existing solution with technology known as “Dunkable.” With this innovation, electronic devices like tablets and mobiles even after immersion in water will operate normally. According to Dunkable technology, when liquid comes into contact with the device, material’s surface energy is reduced resulting in rolling of the liquid. The technology is also applicable to clothes giving them resistance against acid attack. Currently, the company is seeking investors as it is about to release the technology commercially.

5) Vision correcting screens – Now, a technology is being developed which will allow viewing of screens without use of spectacles or lenses for individuals with vision related issues. There is use of software which adjusts the light from the pixels of the screen. Also, a pin hole filter is applied to improve the image’s sharpness. The technology is developed by the researchers of University of California at Berkeley and MIT Media Laboratory.

Let’s hope all these technologies will improve our life quality and pave the way for much more advanced developments.

Someone is honestly there for nation’s improvement

Each one of us as a responsible citizen must have at least once blamed or cursed local authorities for irregularities in terms of roads, cleanliness, street lights, child labor etc but how many of us actually came forward for improving the situation.
There is actually a social program that works privately in order to improve conditions of Indian cities known as Changebhai.in. The firm actually acts as a link between citizens and local authorities so that various issues reach the concerned people in the government.
The process of lodging a complaint after registering on website is very simple one and doesn’t cost a single penny. The complainants have to just upload an image reflecting the concerned issue along with location info and details regarding the complaint. The number of solved and pending queries are also mentioned on the webpage. The issues can be varied including waste in your locality, overcharging and adulteration by retailers, cutting of trees illegally and other issues which trouble you as a citizen.
These issues can also be discussed by logging into social networking sites like Twitter or Facebook thereby making it more interactive and user friendly.
That’s not all, a smartphone app lovers can also install the mobile app ‘ChangeBhai Report Social Issue’ on operating systems including Windows, iOS, Android or Blackberry OS.
On a bit larger level, there is also provision of filing RTI (Right to information) using their services in case no resolution occurs from government side in spite of regular attempts to solve any menace. This concept was initiated in December 2013 and has already received honors like Leap Innovation Award 2013 and became finalist of Big online Business Idea at NDTV Profit.
But this is just an inception of a great idea. Actual victory will be when each one of us will use the tool in our hand (smartphone) and report the irregularities from our neighborhood on regular basis and consequently we will get a much better version of the nation we live in.

Why Indian cinema lacks superheroes ?

India is a nation where on an average two films release per day and cinema is considered a religion. And in spite of superhero movie attempts like Krishh series or Ra.One, the Indian cinema still lacks in popularity of this movie form as compared to the west.
Very first reason that can be considered is comic book culture which is quite mega thing in the U.S. All the superhero movies like Batman, Superman or Avengers clan are based on either of two comic book giants Marvel or D.C. Comics. So, there is loyal fan following which are automatically transformed into audience when a movie with superhuman characters is released. This factor not only gives faithful movie-goers but also prepares base of the story and characters while filmmaking. One can witness the mania of comics in the U.S. by going through a popular movie ‘Unbreakable’ by M. Knight Shyamalan. This kind of obsession is hardly seen in Indian soil.
Availability of huge finances for film production can be considered another big motivational factor for superhero cinema in Hollywood. In these movie types, there is requirement of big sets which are constructed or destroyed as per demand of the film. Also, high-end animation which gives these movies visual appeal needs lots of monetary funds. All these funds are easily available to Hollywood production as several countries where movie is released add to the funds. Also, worldwide release ensures that there is negligible chance that movie will not work as per the expectations.
Talking of Indian audience, masses give preference to a movie which contains ingredients like action-comedy, big stars, item numbers or skin show. Therefore, production houses or independent producers rarely take a risk of putting billions into project of this sci-fi genre. It is also conventionally believed that these movie types are targeted for children or teenagers only.
There is need of contribution from risk-taking talented filmmakers and good script writers for giving birth to ‘desi’ superheroes which will not only result in box-office success but will be remembered for generations.