Customer Service in the Age of Social Media

Tuesday May 4, 2010

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Customer Service is a bit of a hot button issue these days. Along with conversations, engagement, and all those other trends, social customer service is receiving its time in the spotlight because, well, there’s real value in integrating more social elements into your customer service model. And by social elements we don’t mean every social technology and online engagement platform you can get your hands on; in many instances, social elements are a shopping-friendly website or a more communicative and helpful call center.

All variety of companies, big and small, have lost their footing with the buying public, because the buying public doesn’t trust brands anymore. People have been pushed upon and are now equipped with the means to find the information they need about products and services without the help of the companies that produce those products and services.

This shifting customer landscape can be difficult to adjust to, and even tougher to weave into your customer service models. How do you change years of engrained processes? How do you convince people that investing time and money into these new strategies, tactics, and tools will pay off?

We’re taking the month of May to help answer those questions for you and give you some support and ideas for why these social pieces can’t be ignored and how to get started incorporating them into your customer service mix.

This month’s ebook focuses on how you can get started creating a more customer-centric culture that appeals to your customer, prospect, and community audiences and gets them turning to you as well as their networks for help making buying decisions.

As always, we hope you use this content as a creative engine to help spark ideas for ways these social philosophies can be put to use in the context of your business. And if you’ve got questions that live under the umbrella of social customer service and relationship management, let us know! We’re here to help.

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