SOCIAL MEDIA FOR CUSTOMER SERVICE

Social Media for Customer Service

SOCIAL MEDIA FOR CUSTOMER SERVICE

Benefits of offering customer supportvia Social Media:

• Brand recognition

• Addressing Issues in Advance

• Boosting Sales

• New Business Opportunities

• Brand Protection

• Improving Customer Trust

SOCIAL MEDIA FOR CUSTOMER SERVICE

Social Media Pros:• Quick responses from

companies

• 70% of users who were helped in social media become customers

• Foster strong customer relationships

• Improves Loyalty

• Brand Protection

• Guarantee of response from company

SOCIAL MEDIA FOR CUSTOMER SERVICE

Social Media Cons:

• Time consuming - 6-8 hours a week required to manage social media

• Risk of negative comments

• Fraud - someone could pretend to act as your business

• News travels quickly - organizations have to react promptly

• Takes on persona of author - the organization turns into whatever the social media manager wants them to

SOCIAL MEDIA FOR CUSTOMER SERVICE

Proactive Social Customer Service Approach:

• Offer customers to share experience via social media

• Add Facebook ‘Like’ button toLive Chat Post Chat survey

• Add social media icons to email signature

• Start offering assistance through company forum

SOCIAL MEDIA FOR CUSTOMER SERVICE

Proactive Social Customer Service Approach:

• Integrate commenting system with blog

• Notify followers and community about promotions via social media

• Talk to your customers where they ask questions

SOCIAL MEDIA FOR CUSTOMER SERVICE

Based on:

Social Media for Customer Service or How to Reach your Customers Beyond your Traditional Support Channels

Provide Support – empowering customer service since 2003.