News on Social Marketing, according to eMarketer: SAP and Social Media Today reported that majority of businesses believed that social media users often expect to get responses to customer service queries and complaints through that channel.
According to 41.2% of companies, they handled only up to 5% of customer service issues on social channels while only 17.7% controls at least a quarter of the entire customer service issues this way.
Facebook, being the most common social channel as customer service provider was rated the most effective channel by 42.5%. While 27.6% of respondents considered Twitter as the second-most-used social channel and second in effectiveness as well.
Companies providing customer service concentrate on customer satisfaction and loyalty in mind, with 16.9% focuses on meeting customer expectations as their primary goal. Consumers expect to voice their complaint and getting a response.
A research conducted in Great Britain, revealed that majority preferred traditional channels for customer service, including phone and email. Social media is favored by 3% to communicate their problems or complaints.
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Read more at Social Is Still a Small Part of Customer Service
News on Google Marketing, according to Experian: Google has dropped below a 90% market share of UK search for the first time in five years. According to Experian Hitwise, the fall of Google’s market share bring about positive outcome for Microsoft, Yahoo, Ask and all other search engines.
Microsoft Sites boost market share by 0.72% up to 4.71% of all searches, led by Bing engine. Microsoft considered this as their peak for 2012 which leads by 0.86% annually.
Bing set as the default search engine in the October launch of Windows 8 may have gone some way to increasing Microsoft’s market share. An increased by 120% on online searches for Windows 8 revealed the growth of online interest for Microsoft’s new operating system. As search continues to diversify however, the market is likely to continue to shift and change.
Evidently, Google continuously maintains a great competitive edge over other search engines in the UK market. With the 18 times more searches conducted on Google Sites, is encouraging news for Microsoft, for Bing once again starts gaining some momentum and traction in the UK search market.
Read more at Google dips below 90% market share of UK Search
News on Facebook Marketing, according to Inside Facebook : an update for iOS introducing support for Facebook Gifts and brings key features of its standalone Camera and Messenger apps to the main app is now being released.
U.S. users with access to Facebook Gifts can browse and send gifts to friends either by visiting a friend’s profile or the Events section of the app. However, users need to scroll through dozens or hundreds of gift ideas to find what they’re looking for, since there are no ways to search or filter results.
Multi-photo upload and photo editing are useful features. Although, previously, Facebook for iOS can create an album and upload more than one photo at a time, not many users knew about it and it was a slow process. Now, the main app includes the same quick upload flow as the standalone Camera app, including options for cropping and adding photo filters.
Facebook has taken features from Messenger and brought them to the main app. Users are now able to access a list of frequently contacted friends and others who are currently online by swiping left. With this change, the option to sort News Feed by “top stories” or “most recent” is no longer accessible from the top right corner. But instead, users need to tap the gear icon next to the News Feed bookmark in the left-hand menu.
This latest update is the first iOS update since Facebook fixed the app for speed in August.
Read more at Facebook updates iOS app with Gifts, photo editing, faster access to messages, more
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