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Design a Customer Service Strategy that Serves the Social Customer

Drive customer satisfaction & retention with social channels.

More Details
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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

Attract more flies through other flies, not honey.

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

  1. Customer Service Maturity Assessment
  2. Customer Service Channel Readiness Assessment
  3. Customer Service Strategy: Serving the Social Customer
  4. Storyboard: Design a Customer Service Strategy that Serves the Social Customer
  5. Building a Solid Web-Based Customer Service Toolbox

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See how all the steps you need to take come together, with tools and advice to help with each task on your list.

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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 Plus: Customer Service Management Platforms
Select the right software to resolve customer service inquiries from start to finish.
4. Vendor Landscape Plus: Customer Service Knowledge Management Platforms
Provide agents and customers with solutions, not search engines.
5. Vendor Landscape Plus: E-mail Marketing Services
Give Marketing the help it needs without getting dragged into the IT weeds.
6. Leverage Social Media for Enhanced Customer Interaction
Attract more flies through other flies, not honey.
7. Vendor Landscape Plus: Social Media Management Platforms
Reign in social media by choosing a management platform that's right for you.
8. Formulate a Social Analytics Strategy
Decide when to do more than merely follow yourself on Twitter.
9. 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.
10. Vendor Landscape Plus: Field Service Automation Solution
Field service in the age of extreme mobility.
View the full Solution Road Map