Australian-customer-service

CREATING A SOCIAL SUPPORT STRATEGY FOR IMPROVED CUSTOMER SERVICE

Social customer service is the practice of providing consumer support through social media channels such as Facebook and Twitter to quickly answer questions. 90% of surveyed consumers have used social media in some way to communicate with a brand.


Social support is also available among social media sites. As technology advances, the availability for online support increases. Social support can be offered through social media websites such as blogs, Facebook groups, health forums, and online support groups.


Many marketers are already familiar with social media monitoring tools that automate the process of searching for mentions of a brand name, or combing social media pages for specific keywords, but listening is equally important from a customer service perspective.


Social media actually constitute the biggest community in the internet. More often than that, it becomes a business portal, customer service relation, and product services.


Passionately loyal customers can offer a great alternative to hiring a social support team. They are already passionate about your products and they are likely committed to improving the experience others have with them.


Social customer care is about more than directing your audience to a 1-800 number or email address. It’s about building relationships that last and connecting with fans on an individual level.


Use social to help guide product strategy


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Ask your customer for feedback through polls and surveys.

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Track the questions that are being talked about most and monitor negative comments.

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Monitor competitive content campaigns, and product innovations.


Remember that social networks are public.

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Create guidelines for social support agents and be sure everyone is trained.

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Exchange highly technical or sensitive information via email or Phone.

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Answer everyone Twitter quickly. Politely, and helpfully even the haters.


Integrate social with your other service channels

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Cross reference CSAT scores with customers that have contacted you vai Twitter to measure effectiveness.

Choose a customer service tool that integrates social with other channels.

Nondisclosure Agreement

Contact

Jill Smith, CEO

(P) 615-555-5555

(F) 615-555-5525
1312 5th Ave N.

Nashville, TN 37208
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