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Tigerlily launches its new app: Sleek (request now your free beta test access)

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We are happy to unveil our new product we’ve been working on during the past few months : Sleek.

Sleek is a collaborative inbox that lets companies dispatch, manage and classify  their social media messages in real time. This new application has been created in order to allow you to improve your relationships with customers on social networks.

According to Matthieu Chéreau, CEO of Tigerlily, what motivated the creation of this new product is the will to come back to the basics of social CRM: “We don’t see a future with Social suites. Because of them, brands get distracted instead of focusing on what they want to fix or achieve. As a result, they fail to convince brands: we regularly see both independent and major social marketing suites loosing clients right after the first year of contract, which is a bad sign. As a consequence, we commit to deliver a single product, that addresses a single pain that brands acknowledge and struggle with. A product that defines itself by its simplicity of use rather than the numbers of its features.”

 

In order to aim right, Sleek went through an important phase of alpha testing from major brands. During this phase, the Tigerlily team tailored the product accordingly to the feedbacks received but also to the ways brands work.

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Guillaume Simon, CPO and co-founder of Tigerlily, highlights the fact that the whole app design has been guided by simplicity and ease of use: “We built Sleek with one main objective: to release an app that is easy to use but also extremely powerful. The real-time unified feed but also the collaborative and advanced search features are meant to simplify as much as possible the use of the product. The name of the product itself illustrates this will to produce an elegant and performing app.”

To discover sleek and register for beta access discover our new website: sleekapp.io !

You will find here the official press release, for any press related inquiries dont hesitate to directly contact us !

Pierre Tucoulat

Online Marketing and Sales at Tigerlily, eager to keep learning and discovering things about Tech Startups and the social media industry. Previous experiences in advertising, TV and E-commerce (Betc Euro Rscg / Canal+ / Rocket Internet).

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6 Steps to Turn Contrary Customers into Brand Champions

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ANGRYCUST

Adieu, customer call centres and online feedback forms. Hello, social media. More and more, customers are turning to Facebook and Twitter to register complaints or customer service issues. As these are on display for the world to see, it is more important than ever that companies handle these issues promptly and professionally. What are the risks for companies that ignore or mishandle  opportunities to engage with grumpy customers? Research shows that some 50% of consumers give a brand only one week to respond to a question before they stop doing business with them, while some 89% of consumers took their business elsewhere  following a poor customer experience. Avoid alienating your customer and sending her running towards the competition. Instead try these easy steps to turn unhappy customers into your biggest fans.

1. Don’t lose your cool.

Remain calm and professional at all times. The last thing you want to do is pick a fight or lash out in any way, even if you are tempted to do so. No matter how accusatory or insulting the customer may sound, remember, this is not a personal attack. So stay zen.


2. Don’t ignore it.

It was never a good idea to turn a blind eye to negative feedback, even if it was easier for companies to get away with before the days of social media. Yet some still think they can ignore negative online feedback. This makes things worse. Brands like Gap, Walmart and United Airlines learned the hard way. Remember the famous United Breaks Guitars video that got 14 million views? How much business could United Airlines have salvaged by addressing this situation before it went viral? Probably lots. So take all negative comments seriously. Acknowledge them promptly. Show empathy. Set appropriate expectations so that your customer knows what to expect and when. For example: “Thank you, Sandra, for letting us know you still haven’t received your package. Our customer care team is looking into it and will get back to you within 24 hours.” Don’t forget to follow through to make sure that customer service responds within the deadline.

3. Start a private conversation, if appropriate.

Online retailer Asos (https://www.facebook.com/Asos), for example, routinely invites its customers to discuss the matter via private messaging. You could also propose to continue over email or over the phone. This is a precautionary measure to keep a potentially volatile situation from erupting under the public eye. If customers prefer to post in public on your Facebook wall or on Twitter, don’t insist, just continue the exchange via their preferred method.

4. Prepare for the worst.

An online onslaught could happen to anyone at anytime, so get organized today. Consider using a listening tool like Google alerts so that you can be instantly notified when your company name, product or designated keywords pop up online.  

Dust off that organizational chart so that everyone knows what steps to take when faced with a potential PR disaster. Do team members have scripts for addressing angry customers? Do they know exactly what steps to take in case they need to escalate the issue? What member of management or 3rd party needs to be alerted and how (via sms, email, a call on the home phone if it happens to be a weekend)? 

5. Apologize and take responsibility. 

Nobody is perfect. Nor is any company. When things go wrong, be honest, offer a sincere apology for your mistake and fix it. This applies whether you think the customer is right or not. Clothing and accessories retailer, Zara, recently came under attack from consumers who claimed one of their t-shirts resembled the uniform worn by Jewish prisoners during the second world war. The retailer quickly responded, begging their pardon in several different languages across its social media platforms. Crisis averted. (See Forbes’ Fast Fashion Chain Zara Faces Backlash For ‘Holocaust Uniform’ Shirt.)

Hardly the case for Airbnb, who suffered a public relations mess in 2011 when a customer described in detail on her blog how her apartment had been vandalized by a guest, and how numerous attempts to reach AirBnB in the wake of the incident were unsuccessful. Her story took off like wildfire across the internet. One month later, the CEO made a statement of apology. He explained what steps had been taken to address the problem, including insurance coverage for hosts, a 24-hour hotline and more. The company seems to have recovered from this costly mishap, as it continues to experience impressive growth.

6. Keep your Friends Close and your Critics Closer.

For every complainer, there are likely many more customers who experienced the same issue but never bothered to complain. So don’t hesitate to let the complainer know how grateful you are that he or she helped you resolve a problem. You may offer a coupon or a gift, or simply say how thankful you are.

Set a calendar reminder to reach out to this person on a monthly or quarterly basis to continue to build the relationship. Ask if she is still happy with your service or whether there is anything you can do to make it better. Invite her to upcoming events, sample shows, new product test drives, etc. She may take part and get her friends to join, too.

 

If you are tired of complex social dashboards to manage customer relations, you might want to try Sleek. Designed by Tigerlily, this real-time, unified social inbox is super simple to use.  Sleek is currently looking for beta testers. Sign up or find out more here: http://sleekapp.io/.

 

Mary B. Adams

Editorial and Content Strategist, Social Media Strategist fascinated with words and new technologies. Associate Editor at OTHERWISE new business magazine. International Advisor at Graduate School of Communication and Journalism (CELSA) of the Sorbonne University

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[DEMO DAYS] Exclusive online sessions to discover Tigerlily with our team !

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You have now the possibility to discover the Tigerlily app and chat with our team during all summer through online and interactive demo sessions !

Whether your goal is to interact with your social communities in an efficient and relevant way, to optimize your workflow, to work as a team or to avoid social media crisis our team will be more than happy to show you how our tool can help you.

Those 1H online demos will allow you to tour our app and ask any question you have in mind !

Just choose you day and go with the flow !

 

Pierre Tucoulat

Online Marketing and Sales at Tigerlily, eager to keep learning and discovering things about Tech Startups and the social media industry. Previous experiences in advertising, TV and E-commerce (Betc Euro Rscg / Canal+ / Rocket Internet).

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Following the World Cup on Social Media!

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The moment that football fans have been waiting for is finally here: the world cup begins at last! Millions of people all over the world will be following the games on TV but also on the internet and on social networks. For the occasion Facebook and Twitter, have launched a bunch of new & innovative features:

 

Twitter

Twitter recently published a special Follow the world cup guide showing the different @ accounts and hashtags that they recommend you to follow for a great world cup experience on the network. The hashtag #worldcup2014 centralises the official conversations of the 2014 world cup, and gives you real-time score updates and match highlights, so don’t miss out and check it out regularly!

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To help you get you into the world cup mood, Twitter is also making world cup profile pictures and cover photos with various football related pictures, you’ll have everything you need to get your profile FIFA-ready! Similarly to what they did during the 2010 worldcup, you are now able to add flags to your tweets thanks to hashflags. In order to do this simply tweet # followed by the first 3 letters of the country. For instance for the french flag, you should write #FRA.

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Facebook

Facebook has launched “Trending World Cup” which aspires to become a “dedicated hub for fans on Facebook to follow the tournament” according to the Facebook newsroom blog. Trending world cup is a real-time newsfeed that allows you to see scores, centralises publications and comments as well as players’ interventions. It also has an interactive map showing where teams’ fans are located!

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To react in real-time to matchs you’ll now be able to select the matchs you are talking about in your statuses. When creating your post, simply click on the “watching…” option and choose the relevant game such as:

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Obviously the competition is on the field but we’re seeing many countries starting to compete for fans and likes on social media too. This should get particularly interesting in the days to come and we’ll shortly be releasing an analysis of the football teams’ social media presence. Stay tuned!

Natacha Gasc

Marketing at Tigerlily. Masters student in Economics and Business at Sciences Po Paris. Fascinated by social media behaviour and striving to keep learning.

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