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TMCNet:  What is Social Media Customer Service

[December 17, 2012]

What is Social Media Customer Service

What is Social Media Customer Service Social media customer service is the act of providing customer suppot in social media channels. Social media makes up a few channels in a complete multichannel strategy. Channels can include Twitter, Facebook, knowledgebases, forums and review sites.


Why should I even provide Social Care Does it matter Scorned consumers tell Facebook friends, twitter followers, and leave poor online reviews.

Why ignore 79% of complaints when it is easy to start a conversation It’s simple. Customers want have to know they been heard & you are there to help. But unlike traditional customer service, social media can create “servicemarketing” opportunities. 1 mention about a positive experience reaches millions through Facebook. And there is an even BIGGER data opportunity.

Call center data does not always report the true customer experience. In fact, the difference between the call center and customer data online can be dramatically different. The social web allows you to create customer segments & profiles based on their public data. This is REAL DATA pulled from Facebook Graph API: Justin is 28 years old, went to college, is in a relationship, works in insurance, lives in Miami, has 700 friends, likes Miami Marlins, Jay-Z, Miller Light, Mitt Romney, travelled to Europe, speaks Spanish, has an iPhone. Has interacted via facebook customer service, 2 times regarding a product issue.

If that last stat doesn’t open up your eyes, you need to retire or close shop. But don’t worry, you don’t have to do this alone. There are apps to help just a few to mention: SocialStrategy1 A social media workflow, listening & data analysis platform can help identify where your customers are, what they think about your brand, what their interests are and how to define a strategy that will increase your revenue.

Twitspark A high volume social customer engagement and crisis management tool that enables your team to efficiently engage with not some, but all of your customers via Twitter.

Authority Software CRM technology suite to access customer data can drive logic-based decision making and increase operational efficiencies to deliver a consistent world class customer experience.

GetSatisfaction A customer engagement platform that helps companies build better relationships with their customers and prospects, through the use of customer communities for social support, social marketing & customer feedback Need resources Checkout our slide decks and ongoing Social Media Customer Service research list at http://stratuscontactsolutions.com/what-is-social-media-customer-service/ For More Information & Upcoming Events Follow: @StratusCXM

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