How Should SMBs Respond to Complaints on Social Media?

The way a merchant responds to complaints on social media will influence not only the perception of the offended customer, but also the perception of any potential customers who view the interaction online. Here are eight strategies that business owners can use when deciding how best to respond to customer complaints on social media.

6 Tools SMBs Can Use to Identify Dissatisfied Customers

Customer opinions have never mattered more, when just a few dissatisfied customers have the ability to tank a small business’s reputation on social media and review websites like Yelp. Here’s how vendors are giving SMBs a way to make all of their customers feel heard.

7 Automated Customer Service Solutions for Merchants

Savvy business owners are looking for ways they can use hyperlocal technology to manage the increasing number of customer requests, issues, and even complaints, without taking time away from the hundreds of other tasks they juggle on a daily basis. Here are seven examples of platforms that can help businesses react nimbly and effectively.

Case Study: Coffee Chain Tracks Service Levels with Mobile Messaging Tools

For Philz Coffee, a “third-wave” coffee chain with a focus on drip coffee, customer service has become a differentiating factor. For more than three years, Philz has been working with hyperlocal vendor OwnerListens to collect valuable feedback from customers.

7 Ways Local Merchants Can Use Messaging Apps for Marketing

Smartphone messaging apps were used by more than 1.4 billion consumers last year, but very few of the conversations that took place were between shoppers and local merchants. Here are seven examples of ways that local merchants can start using messaging apps to improve customer service and boost customer acquisition right away.

5 Tools for Mobile Customer Service

Catering to customer demand doesn’t have to mean scouring Twitter and Yelp for negative reviews all day long. Using one or more hyperlocal platforms, even the smallest merchants can introduce the types of mobile customer service channels their customers want. Here are five examples…