This document discusses the importance of social media for customer service. It notes that social media has transformed customer service by allowing customers to provide feedback and seek help online. Businesses must now actively engage with customers on social media platforms like Facebook and Twitter to address issues and ensure brands are positively represented. The document recommends companies form dedicated social media teams to monitor for customer comments, quickly respond to issues, and help build brand loyalty through online communities.
3. “Social media has come along and shaken up everything we know about customer service. It has, in effect, turned it completely on its head. The benefits of social media as a customer service channel are more and more apparent and steadily becoming a necessity for businesses rather than a ‘nice to have’. The fact is that businesses will always have to go where their customers are and right now, these customers are turning to social media.” -Lauren Fisher, Simply Zesty.com
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7. Online, there is nowhere for companies to hide What do you NOT see? Company Intervention What DO you see? Opportunity!!
8. Not responding to FB/Twitter posts is equivalent to turning your back on customers at the customer service desk! Unthinkable! Absolutely UNACCEPTABLE! Customer Service Suicide
9. How Do You Handle All These Issues??? Create a Social Media Team! Protect & Improve (and Create) Brand Image and Loyalty Scour the internet looking for what’s being said about the brand
