There’s a certain irony in writing a definitive guide to something as fast-evolving as social customer service. A lot has changed in the past month for social customer service––let alone the past year, when we published the previous edition of the Definitive Guide to Social Customer Service.
When we first wrote The Definitive Guide to Social Customer Service a couple of years back, we spent a good bit of it explaining what social customer service is. By the time we published our second edition of the Definitive Guide last year, folks understood what social customer service was but needed help rallying the rest of their organization behind the cause.
In order to keep pace with changes in the industry, we’ve decided to make the Definitive Guide to Social Customer Service a living, breathing document available online as a content you can link and share rather than just another eBook available for download (though you can still download a eBook of the guide if you prefer!)
We’ve rewritten and redesigned the guide from the ground up in order to provide you with everything you need to develop social customer service as a scalable and measurable operation, from planning through execution and measurement. The guide aims to address questions from CXOs first learning about the emerging field and from skilled social customer service practitioners alike, mixing high level strategy and market conditions with templates and tactics necessary to scale an operation. Topics that are discussed in the guide include:
We’ve laid the groundwork for the guide, but there is much, much more to come as Conversocial continues to grow with the many brands and customers choosing to use social media for customer service.
Whether you’re a practitioner or a consultant, please reach out to us with any comments, questions or feedback about the guide. Share it with your friends, colleagues or anyone who might find it useful. The guide is only as definitive as the content and feedback you send through. Truly, we’re here to announce not the Definitive Guide, but rather The Constantly Evolving Guide to Social Customer Service or The [Most] Definitive Guide to Social Customer Service [So Far]. Both have a nice ring, don’t you think?