The social phone. It seems like a fairly simple concept, right? That’s essentially what a phone is, a tool or channel that allows people to connect to one another. We look at social media as the social phone – it’s the place where people can “call up” the brands and companies they want to talk to, to chat customer service and much, much more. And right now, it’s the responsibility of brands and companies to answer the social phone and talk with their customers over the channels they choose to use to communicate.

The good folks at The Social Customer put together a comprehensive ebook that hones in on the essence of customer service and the idea of answering the social phone, and we’re glad we could be a part of its creation. Our VP of Marketing, David Alston, helped round out this valuable conversation, which also touched on concepts like:

• The value of customer communities, for both customers and organizations.
• The very real opportunity of monetizing a branded community.
• Being available to your customers via their channels of choice.
• Aligning your organization to encourage customer feedback and integrate that feedback into future product and service plans.
• The importance of solidifying the foundation of customer service in your organization before diving into social media.

This ebook is filled with use cases and advice from some of the social media, customer service, and CRM industries’ most valuable players. We recommend you download it and take a read through to see how the growing collaborative relationships between businesses and customers are shifting the practice of customer service into high definition.