7 Steps for Better Social Customer Service in 2017

Opinion: Here are seven steps that enterprises can take to meet their customers where they are, on the channels they own

Today’s always-on social consumer is fundamentally shifting how brands are engaging and caring for their customers.

2016 was the watershed year for social channel engagement, especially over messaging platforms like Facebook Messenger and Twitter. And 2017 promises to build on that momentum, delivering innovative solutions that simplify the customer-service process while building brand image and improving bottom lines.

To kick off the year, here are seven steps that enterprises can take to build their social maturity and meet their customers where they are, on the channels they own.

Educate

With the prevalence of technology in our daily lives and the number of people using the ever-expanding list of social channels to connect and engage, you’d be surprised to know how many of your customers don’t realize that they can get immediate, personal and human responses from your social care team.

It’s

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