“Effectively resolving customer service issues on social media requires a Social First approach.”
Proactive support for social customer service, making its existence widely known in marketing materials and sales/support collateral.
Aggressive engagement aimed at exceeding customer demands.
Interacting, rather than reacting as a means to anticipate what customers want and need—before they tell you.
Recognition of social media for its viral power and leveraging that reach to influence the market.
Connecting with customers on a deeply personal and emotional level to build relationships and trust.
Social customer service: Not just another contact channel
How Dixons Carphone went from Reach to Resolution
Is your contact center ready for social customer service 2.0?
Conversocial Infographic: The State of Social Customer Service
Conversocial unveils CROWDS: Peer-to-Peer Social Resolution