How brands could have a better use of social media as customer service tool.
1.Integrate social media into your existing customer service function.
Gone are the days when social media sat on their own at the table, you now have allow social to influence
all business functions to become a more responsive customer-centric business.
2. Create humanized response models to engender loyalty and build relationships.
Many companies are guilty of creating robust and well-planned strategy for social customer service delivery
but fall at the final and most important hurdle — creating a voice your audience can relate to.
3. Monitor social interaction to spot issues and solve problems before they become crises.
Social customer service delivery involves dealing with criticism and complaints in public,
often in front of an audience of millions. If you’re going to prevent a small problem growing
into something worse, you need to have a detailed understanding of what you need to respond to,
a path to response, and escalation policies for resolution.
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