012 | SOCIAL MEDIA CUSTOMER SERVICE: BUILDING BETTER CARE IN YOUR SOCIAL CHANNELS

Over 70% of consumers have engaged a brand’s social media for customer service needs, according to JD Power.

Today, social media has made customer service a spectator sport and brands should be the most attentive on social because a complaint isn’t coming via mail or by phone or via site chat or to an employee in-store - it’s posted to thousands of friends, followers, advocates and detractors alike.

In episode 12, we are talking about your social media customer service. We are covering best practices, what you need and some great examples from brands that have integrated social media into their customer service strategy.

  1. Social Customer Service: Lessons from 5 of Our Favorite Brands: https://mention.com/blog/social-customer-service/

  2. 6 Key Elements of Using Social Media for Customer Service: https://freshsparks.com/using-social-media-for-customer-service/

  3. Poor Social Media Practices can Negatively Impact a Businesses' Bottom Line and Brand Image: https://www.jdpower.com/business/press-releases/2013-social-media-benchmark-study

  4. Social Customer Care Is The New Marketing: https://www.forbes.com/sites/shephyken/2017/04/22/social-customer-care-is-the-new-marketing/#73e72973196c

  5. 7 Best Practices That Your Social Media Customer Service Strategy Needs to Follow: https://www.groovehq.com/support/social-media-customer-service-best-practices

  6. 3 Ways Social Media Customer Service Impacts the Bottom Line: https://www.adweek.com/digital/3-ways-social-media-customer-service-impacts-the-bottom-line/

  7. Social Media Customer Service 101: The Beginner's Guide: https://blog.hubspot.com/service/social-media-customer-service