Dimensions
162 x 229 x 21mm
How to design and execute a winning social media customer service strategy
Social media is the future of customer service, but successfully integrating it into your current practices is a perilous challenge rife with questions. Is social customer service a function of marketing or of branding? How do you engage directly with customers while still maintaining a brand vision? In this book, two customer service industry experts guide you through the process of integrated social media into your traditional customer service infrastructure. The book helps larger businesses recognize where they are on the road to full integration while also serving as a starting point for smaller companies just beginning the transition. The book reveals the powerful advantages of social media-such as the cost savings that can be gained by moving some customer service volume away from traditional customer service to online self-service-and shows businesses how to avoid the many potential pitfalls inherent in social media outreach.
- Offers a clear path to social media integration for businesses of all sizes
- Written by two leading social media and customer service consultants
- Features interviews and case studies from some of the leading figures in business in the UK
These days, customers expect brands and businesses to engage with them online, but there's little point in integrating social media if you aren't going to do it right. This book offers a proven guide to effective and efficient social media outreach.
