For many consumers, social media is increasingly becoming a preferred care channel. But for businesses, this channel comes with its own unique challenges that distinguish it from the rest of your customer care strategy.
The opportunity in social customer care — whether that is an opportunity to meet your customers on their channel of choice, or to repair your company’s reputation with a customer who is using social as a method of last resort — continues to grow. Which is why it’s so important to set up your social care processes to be as effective and efficient as possible from the start.
We sat down with Interactions Jay Wolcott, VP Social Media Engagement Product, to put together 9 best practices that will help companies succeed in social customer care, including:
- ‘Setting your swim lanes’ for maximum internal efficiency
- Going beyond social listening to incorporate proactive engagement
- Finding the right tool; and
- Incorporating social into your larger customer care strategy.
Download the latest ebook in our Best Practices Series to learn more.