consumer service tool – both for firms and their customers. Indeed, brands that don’t offer help via their Twitter or Facebook profiles, or are too slow to respond or ignore/mismanage customer complaints altogether, are quickly (and often ruthlessly) called to task. So what makes a good social customer support team? This infographic from Sentiment Metrics and Our Social Times offers 10 steps for brilliant social customer service.[Click here for the original article]
Recently on the introNetworks Blog, we talked about a few ways the social enterprise can prosper. One of the items on the list recommended a flattening of the organizational hierarchy as a means of promoting co-value creation and collaboration. Continuing along those same lines, the social customer service field has been dramatically flattened in recent years as well. The space social customer service representatives currently occupy is among the people; the customers. Your customers. A modern CS department is a Social Customer Service Department, and it is a living breathing entity, adding authenticity to the overall customer experience. Not only does this empower customers, it benefits the enterprise, many social customer service tools also offer un-paralleled access to customer demographic and behavioral data. introNetworks is keenly aware of this shifting trend and in response we’ve implemented a live chat feature on our site powered by Olark. Please, feel free to stop by for a chat! The era of the social customer service era is already upon on us, to help outline this, here are ten steps in infographic form.