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Design a Customer Service Strategy that Serves the Social Customer

Drive customer satisfaction & retention with social channels.

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Your Challenge

  • Web 2.0 has added a new set of interaction channels, including social channels, that are strongly favored by customers. This requires organizations to revisit their customer service strategy.
  • Organizations are exploiting new interaction channels for sales and marketing, but generally lag in merging these channels into their customer service strategy.
  • Customer service organizations are unsure when and how to integrate social media into their customer service strategy.

Our Advice

Critical Insight
  • Customers are rapidly adopting social channels for engaging suppliers, as well interacting among themselves. As a result, service strategies based on older Web 1.0 interaction channels are losing effectiveness.
  • Most organizations have not integrated Web 2.0 channels with their customer service infrastructure, which prevents development of the most effective hybrid channel service strategy.
  • Proactive monitoring of the social cloud for service opportunities is more effective at achieving service goals than simply adding social channels for customer-initiated inquiries.
Impact and Result
  • Understand how customer service fits into the broader CRM picture to assess social media for customer service and update customer service strategies.
  • Assess the value of new and old customer service channels to design an effective hybrid channel customer service strategy.
  • Adopt best practices for service technology integration and customer service procedures to achieve customer service goals at the lowest cost-to-serve.

Get to Action

  1. Understand how customer service fits into the broader CRM picture and adopt best practices for service technology integration

    Assess social media for customer service, update strategies, and achieve service goals at the lowest cost-to-serve.

  2. Assess the value of new and old customer service channels

    Design an effective hybrid channel customer service strategy.

Related Solution Sets

Leverage Social Media for Enhanced Customer Interaction

From Marketing to Customer Service, get social or die!

Tags

call center, contact center, customer service, Email, CRM, Support, LinkedIn, customer relationship management, self-service, knowledgebase, Facebook, chat, customer experience, Social Computing, customer interaction management, social media, Twitter, Web 2, social media monitoring platforms, SMMP, customer service representative, customer service agent, multichannel, hybrid channel, e-channel, assisted service, field service, cobrowse

Related Content


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Drive customer satisfaction & retention with social channels.

Companies Who Helped

  • Wales and West Housing Association
  • Kenaidan Contracting Ltd.
  • Farm Credit Services of Illinois
  • John C. Nordt Company
  • The Hospital for Sick Children
  • Professional Engineers Ontario
  • Ascensus Inc.
  • Implus

Solution Road Map

Other Solution Sets in Sales, Marketing, and Customer Service Applications

  1. Vendor Landscape Plus: Lead Management Automation Platforms
    From lead, to qualified prospect, to customer.
  2. Design a Customer Service Strategy that Serves the Social Customer
    Drive customer satisfaction & retention with social channels.
  3. Vendor Landscape: Customer Service Management Suites
    Mobile support is improving, but social continues to underwhelm.
  4. Vendor Landscape Plus: Customer Service Knowledge Management Platforms
    Provide agents and customers with solutions, not search engines.
  5. Vendor Landscape: Retail Point of Sale (POS) Solutions
    Don’t sell yourself short. Invest in the right POS solution for your organization.
  6. Vendor Landscape Plus: E-mail Marketing Services
    Give Marketing the help it needs without getting dragged into the IT weeds.
  7. Vendor Landscape Plus: Marketing Automation Suites
    When lead management and email marketing aren’t enough.
  8. Leverage Social Media for Enhanced Customer Interaction
    From Marketing to Customer Service, get social or die!
  9. Vendor Landscape Plus: Social Media Management Platforms
    Reign in social media by choosing a management platform that's right for you.
  10. Implement a Social Media Program
    Develop, execute, and govern a cohesive social media program across your entire organization to unlock the full potential of your social media strategy.
  11. Optimize Social Media Strategy by Service
    Don’t waste your time playing in the wrong neighborhood: choose the social media services that are right for your business and turbocharge them with service-specific best practices!
  12. Gain Real Insights with a Social Analytics Program
    Go beyond counting your likes: harness “the world’s largest focus group” for deep insights about your customers, competitors, and employees.
  13. Design a Field Service Automation Strategy
    Achieve field service success in the age of extreme mobility.
  14. Vendor Landscape: Field Service Automation
    Ensure proactive field service and collaboration in the age of extreme mobility.
View the full Solution Road Map