Create a Winning Social Customer Care Strategy

Posted: March 13, 2017

Social customer care has become just as important as traditional, offline customer service. Focusing on the customer and the best way to meet their needs is the first step in providing the best social media customer support possible. Having a philosophy in place is the first step to successful social customer care. [caption id="attachment_18616" align="alignright" width="282"] Image from socialmediatoday.com[/caption] Dan Gingiss, writer for Social Media Today, shares what a social customer care philosophy should have.

How a Social Care Philosophy Can Guide Your Strategy

A good philosophy will be borne out of your company’s vision, mission, and/or values - preferably with some piece of it originating from the top of the organization which will ensure employee buy-in at every level.

It should also include the guiding principles that will enable your execution strategy.

Things to consider include:

Brand Voice What do you want your brand to stand for in social media? Is your brand funny and irreverent or serious and fact-driven? Availability Should you offer social customer care 24 hours a day, 7 days a week? It depends on the business you’re in and your customers’ needs. Languages Likewise, the languages you decide to support in customer service should depend on customers’ needs. Two things that would suggest multilingual support is necessary are if you're marketing in another language and whether other customer service channels offer multilingual support. Social Media Platforms Deciding the social media platforms in which you will offer customer service can be tricky, but again, focus on your customer.

Most brands in the U.S. start with Twitter, since the vast majority of customer service inquiries on social media occur there and the platform itself promotes the service use case.

Read the entire article How a Social Care Philosophy Can Guide Your Strategy on Social Media Today.