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The 5 Pillars of Social First Customer Service

    “Effectively resolving customer service issues on social media requires a Social First approach.”

    Caroline Rolfe,  Global Director of Digital, ghd


    First Pillar: Support

    Proactive support for social customer service, making its existence widely known in marketing materials and sales/support collateral.

    Second Pillar: Engagement

    Aggressive engagement aimed at exceeding customer demands.

    Third Pillar: Interaction

    Interacting, rather than reacting as a means to anticipate what customers want and need—before they tell you. 

    Fourth Pillar: Recognition

    Recognition of social media for its viral power and leveraging that reach to influence the market. 

    Fifth Pillar: Emotion

    Connecting with customers on a deeply personal and emotional level to build relationships and trust.

    Further resources:

    • Whitepapers

      Social customer service: Not just another contact channel

      Read it now

    • Case studies

      How Dixons Carphone went from Reach to Resolution

      Read the study

    • Webinars

      Is your contact center ready for social customer service 2.0?

      Register now

    • Blog

      Conversocial Infographic: The State of Social Customer Service

      Read it now

    • News

      Conversocial unveils CROWDS: Peer-to-Peer Social Resolution

      Read it now