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The Ultimate Guide to Customer Service on Social Media:

document-fanChapter #1: Social Customer Service Fundamentals

Why defining the ‘right relationship’ for your brand sits at the heart of your social media strategy.

Your customers expect excellent service on social media, but does your organisation have the correct processes in place to manage social customer service efficiently, whilst delivering a first class experience?

In this first chapter of an exciting series focusing on customer service on social media we explore the basics, to find out what it takes to fulfil your customers expectations.

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document-fanChapter #2: Delivering Returns From Social Customer Service

Six reasons customers spend more if they are satisfied with customer service delivery on social media

Harvard Business Review recently reported that companies who developed social care capabilities improved year-on-year revenue per contact by 6.7%. In the same report entitled ‘Your Company Should Be Helping Customers on Social’ they found that at the opposite end of the scale, those that didn’t embrace social care saw a 12.1% decline – a compelling argument for biting the bullet and committing wholeheartedly to investing in social media channels and social customer service.

In this second chapter of our Ultimate Guide to Customer Service on Social Media we explore the importance of getting your social customer service right, to avoid impacts on your organisation’s bottom line.

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document-fanChapter #3: Social Customer Service & The Risks

Overcoming the barriers to deliver enterprise social customer service

Any discussion on counting the cost of failure in customer service and the impact of social media is likely to start with a song! A very specific song, written by Dave Carroll (now legendary) called “United breaks guitars”.

The Country and Western singer single handedly wiped $180million off the value of United Airlines when he escalated his customer service complaint – a broken guitar, to YouTube in the form of an engaging and bespoke piece of content targeted at the jugular of the airline brand.

In this third chapter of our Ultimate Guide to Customer Service on Social Media we explore the 5 key threats which could impact your social customer service delivery and ultimately have a negative effect on customer satisfaction.

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Chapter #4: Social Customer Service Strategy

chapter fan How to develop and deliver a strategic roadmap for social customer care

Today, social media plays a critical role in the delivery of a coherent and successful customer service programme of activity. Jo Causon CEO of the Institute of Customer Service goes as far as stating “We have reached a point where social media is not just a necessary component of a credible customer service strategy but one which offers powerful insights that drive better innovation, co-creation and collaboration. To make this a reality social media needs to be a central part of a coherent, sustained and long-term focus on customer service strategy, something that many organisations are yet to do.”

In chapter 4 of the Ultimate Guide to Customer Service on Social Media we discuss how a roadmap can create a long-term focus to ensure your social media is a central and coherent part of your customer service delivery.

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Chapter #5 Managing Social Customer Care

The five critical steps every successful customer service director should consider before giving your customer service social media delivery the green light

You understand the social media landscape…ch5 document fan
You have assessed the nancial impact of your customer service approach…
You are aware of the risks of social media…
You have your strategic roadmap in place…
You are working hard to engrain social media into the DNA of your organisation….

…so now what?

It’s time to concentrate your efforts on making the plan a reality and managing the process to achieve your objectives to successfully deliver value for your business, organisation or brand. Managing social media requires diligence and attention to detail. It needs a exible approach to respond to the analytics and performance indicators that act as your compass for doing more of the same or changing your approach all together.

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Chapter #6 Moving Towards Enterprise Social

How to choose the right social media management tool for your organisation’s social customer care delivery

Social media is becoming one of the fastest growing channels for customer service delivery. Whilst the stats vary depending on which analyst’s report you read, they collectively show that contact centres are experiencing a growth in social media activity, ranging from 38-44% demonstrating the considerable evolution of social customer care.document fan.jpg

In chapter 6 of the Ultimate Guide to Customer Service on Social Media we discuss the key considerations that need to be taken into account when selected a social media management tool for your organisation.

Within this guide you will find:

  • The evolution of how organisations have been delivering social media
  • Key considerations when adopting an enterprise social media management platform
  • Choosing the right fit for your organisation
  • The questions you need to be asking on pricing


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