All posts in Customer Service

Social-Media-GraphicDaylight Savings time has come and we’ve sprung forward for the benefit of longer days, but does this actually mean more time during our day? Unfortunately no. And from working with our clients, I know that many of you are tackling thousands, and in some cases millions of pieces of social data on a daily basis as you monitor your brand, analyze the competitive landscape, create pitch decks, manage customer service and more, and all of this work has to fit into already packed days. Visible Intelligence is packed with many tools and functionalities that can help keep you and your teams up to date and save you time.

Considering we can’t actually give you more hours in the day, your Account Managers wanted to share some of their favorite features and tips and tricks for taming your social to-do list.

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Forrester report reflection

Forrester_LogoAmazing! That’s the best way to describe Visible’s placement — and our reaction – when we learned that we were again honored with the distinction as a “Leader” in the 2014 Forrester Wave™: Enterprise Listening Platforms 2014 Report.

Why does this matter? Not just because it’s amazing, but because of what it signifies.

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If you’re actively harnessing social listening platforms to deliver insights to your marketing and customer service organizations, congratulations! These two use cases, though most common, are in some ways also the most critical as they represent channels to both acquire and retain customers. But what’s beyond this? Some of the most advanced users of social listening platforms are hard at work developing processes to feed insights to multiple organizations within their companies, often referred to as “scaling across the enterprise.”

The Visible Intelligence platform is built to scale with the enterprise in mind. Here are four ways to scale social data across the enterprise:

1. Form a Steering Committee

Often times ideas get shot down because they don’t have enough executive buy-in. Form a cross-functional steering committee that is comprised of one or two people from each organization within your company that you feel may benefit from social media data. Then secure what’s called an executive sponsor, or senior-level person who has the ability to get behind an initiative and work it through corporate hierarchies to receive additional support and visibility. Read more…

A couple of months ago, I published Advocacy is the New Loyalty; describing the power of advocacy as hyper-focused on the customer voice. I occasionally shop at Zappos.com, but last Friday, I became an advocate of the online brand after witnessing the people and unique culture behind the company.

The Story

I had a couple of hours to kill between the end of the WOMMA Summit in Las Vegas and my flight back to Seattle. My colleague encouraged me to spend that time taking an insights tour of Zappos.com headquarters located just 11 miles from the Las Vegas strip. I tried calling (and tweeting) @Zappos to make an appointment but did not successfully reach a live person. I decided I would jump in a cab anyway and see if I could just pop in.

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