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Free eBook: The Definitive Guide to Social Customer Service 2nd Edition

By Rachel Tran on Jun 11, 2013 11:53:00 AM

A lot has changed in the world of Social Customer Service in the past year, and so we’ve created a second edition of The Definitive Guide to Social Customer Service. 

At the end of the last edition of the Definitive Guide to Social Customer Service, we predicted that companies looking to keep up with consumer demand would need to break down departmental barriers to effectively provide customers with the information and the experience they expect on social. This is an area where we’re seeing great successes across more and more of our customers, but there’s still work to be done for the 55% of businesses who haven’t yet integrated social media with traditional customer service.

We’ve reviewed the first edition of the Definitive Guide to bring you a completely up to date walkthrough of industry best practice – showcasing how to scale and take your social media offering to the next stage. For marketers and customer service practitioners alike, we help you make the move from contact center to Social Engagement Hub.

Over 63% of consumers think that companies should be offering customer service over social media, with a third of social media user preferring to reach out to brands on social networks. Today, answering those customers’ questions and complaints quickly and transparently is an essential requirement for any business with a social presence. 

Guide contributor Craig M. Jamieson, Social Business Trainer and Consultant at Adaptive Business Services notes that “Any time you can exceed a customer’s expectation in terms of service, you have created an opportunity. In fact, you likely now have a much stronger customer relationship than you would have had if the problem had never existed in the first place.” 

This edition is is jam-packed with more first-hand examples from the world’s leading brands, such as McDonalds, Nokia, Hertz and ODEON, and best practice advice from industry thought-leaders.

Download your free eBook today and learn more about:

  • Justifying the business case for Social Customer Service
  • Understanding customer demand for Social Customer Care
  • How to deliver socially-savvy service that meets - and beats - customer expectations
  • Hiring and Training – what to look for when building your Social Customer Service Team
  • Preparing for the unexpected with escalation and crisis response
  • How to measure the value Social Customer Service brings to your customer
  • How to measure the effectiveness of your operation

Click here to download your copy. We would love to hear your thoughts and feedback on the eBook, tweet us or leave us a comment below!

Download the Definitive Guide

Topics: Customer Service

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