Why Facebook Messenger Day Isn’t The End For Snapchat

Just last week, Facebook Messenger Day hit the internet, bringing the “Stories” section to another one of its properties. Now that there are so many outlets to share fleeting pictures and videos, does this mean the end for Snapchat? Let’s break it down by looking at what unique and/or stand-out options that Snapchat, Instagram, & Facebook Messenger provide.

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4 Reasons Why Your Business Should Be Using WhatsApp

As a business owner or manager you should be looking for more meaningful ways to engage with your customers in innovative ways. Whether that means figuring out how to leverage SMS (text messaging) or harnessing the power of social media to be the great equalizer between small businesses and enterprises — WhatsApp continues to build bridges between both.

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Do Twitter Avatars Make Customer Service More Human?

Ever the crowd-pleaser, Twitter continues to double-down on being a favored social media network for customer service. This checks out, as the platform is designed for quick messages that are typically sent from a mobile device so customers can reach out to brands while in their stores or on the move.

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Twitter y NFL Casi Hace Futbol Americano Mas Social

Twitter agito el mundo de deportes con su transmisión en vivo de Thursday Night Football. Si, los juegos de NFL an sido transmitidos por internet antes. Y si, Twitter ah transmitido otros deportes en su plataforma antes. La gran diferencia en este caso fue la integración de el deporte mas popular de America y el deporte que es el mas hablado y con discursos que masivamente coinciden en parte con diferentes audiencias. De parte de muchos fanáticos Al y Scott hablaron durante y después de el la emisión, fue un gran éxito y paso que fue de acuerdo.

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Twitter & NFL Make Football Social Again! (Almost)

Twitter shook up the sports world with its live-stream of Thursday Night Football. What made it monumental is the integration of America’s most popular and talked about sports with a native engagement platform having a massive audience overlap. Social media has become a natural evolution for franchises to take, and many employ entire teams of people dedicated to the medium. Watching the game on the same platform you have those conversations felt like a very natural next step towards the future. But just how successful was this endeavor? Our social media thought leaders discuss.

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2016 / 2017 Social Media Thought Leadership Series

Keeping Social Media Social is now an organizational imperative. Platforms change faster than social media practitioners can keep up and user behaviors and preferences can change overnight. With all of this in play, it can be hard to keep up. The “Keeping Social Media Social” series is a provided free of charge by SocialPath Solutions through a partnership between SocialPath Solutions and The San Antonio Entrepreneur Center.

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Twitter Pays $150 Million for a Magic Pony Ride

More details about the financials behind Twitter’s purchase of Magic Pony have been revealed. According to Business Insider, the deal was worth $150 million with the majority of the spend on retaining the talent at the AI technology company. So what does this purchase mean for Twitter and its users?

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My Intern Experience at SocialPath Solutions

An internship is an inherently temporary position that allows you to gain work experience while learning firsthand about the industry and company. My intern experience was also unique because the company I interned for was also just starting out. I had just finished my freshman year of college at Texas A&M studying towards a major in a different field, so I was understandably nervous going into my first day at SocialPath Solutions.

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Social Media Employee Advocacy is a Win-Win

People are way more open to receiving input about a product or service from a person they trust. In fact, 84% of folks trust product/service recommendations from a person they know, whereas only 15% will trust the same message from the brand itself. The advent and adoption of social media has upped the ante significantly in this regard.

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Facebook is Changing the News Feed (Again)

With the newest Facebook news feed algorithm change, your personal choices of who you follow and ‘friend’ will more directly affect what you see on your News Feed. Unless a person is friends with a diverse group of people, they will not get a diverse News Feed. So what does the algorithm change mean for Facebook Business Pages?

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Social Media – Leave It To The Specialists

Some estimates of customer churn are as high as 15% for brands that fail to engage on social media. So sure, let the company you’ve outsourced payroll to become your benefits provider and HR help desk; that’s synergy. But when it comes to closing the gap between your organization and your customers… better stick with the professionals.

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Innotech SA Panel Recap

Al recently had the honor of being included in a panel titled ‘Social Media: More than marketing and key to building a better business’ at Innotech San Antonio. Al, along with Hector Leal and Rachel Romoff of Help Social, shared his thoughts on the importance of social media in Customer Service.

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Customer Service Trends to Watch in 2016

I recently had the great honor of being included in an e-book of 10 Customer Service Trends to Watch in 2016, sponsored by Microsoft Dynamics. I have shared my thoughts of the importance of social media in Customer Service here and included a link for the entire e-book.

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Social Media for Business: What’s the point, really?

This is a common question people and companies often ask when I speak with them about the importance of social media as part of their business model. It’s a fair one, and perhaps one of the hardest to answer in a meaningful way. There are all sorts of responses we can cue up that are perfectly acceptable…

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How Often is Too Often?

The question that we get among clients, customers, and social media users today is how often should one post on social media? Here is a breakdown of how to use social well and how often you should post to social amongst different platforms like Facebook, Twitter, Instagram, and LinkedIn. These platforms offer different features that are an incredible way to make it big in the world of social.

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The Dos and Don’ts of Customer Service

What can be learned from a negative customer service experience… First and foremost, never tell your customer that they are not important to you, ever! While one customer may seem small in the big picture, it’s all of those small, individual customers that make up the whole of your business.

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Talking Metrics with ICMI

At the end of the summer our very own Al Hopper, Co-Founder & Director of Operations here at SocialPath Solutions, had the privilege of participating in a Google Hangout with Neal Topf, Erica Strother Marois, and Justin Robbins. Their topic of conversation revolved around the previous Twitter chat (#ICMIchat) discussing metrics with ICMI.

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A Month of Metrics

August was a month of metrics on the #Path2Social. Here is a summary of the work we’ve shared with others during our dive into some of the intricacies of social media Customer service metrics and how they differ from a traditional contact center.

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#SMAAS | Social Media as a Service

Social media and various forms of customer service have been around for a while. Now, the two are being merged together to become a customer service super power that companies -small or large- are not going to want to turn away. Social media has become such a global force that the world has evolved into using it for most, if not every, aspect of life. Why should effectively servicing customers be left off of that list because your company isn’t ready to take the next step to understanding how social media can help?

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