Jane Hendricks also recently pointed out, social customer care is not to be confused with social presence. Simply having a visible and active social presence in the form of a Twitter account, Facebook page and even a blog doesn’t necessarily translate to an organization’s ability to provide customer service through the social channel.
It’s time to take another hard look at social media. Are you delivering the level of customer engagement and service through these channels that your customers expect?
Chris O’Brien, Marketing Communications Writer, develops and designs content for a wide range of Aspect communications and social media applications. She continually monitors consumer trends to ensure that marketing messaging aligns with industry best practices and meets customer expectations.
Read more on social media:
- Social Customer Service Done Right
- You Care, I Care, We All Care About Social Care
- Facebook isn’t the Key to Social Business; Connecting it the Enterprise Is
- [White Paper] Frost & Sullivan: The Analytics-Driven Contact Center - March 10, 2020
- [Webinar] Going Beyond Channels: The Importance of Delivering Omnichannel Experiences - January 23, 2020
- Infographic: 5 Time-Intensive Tasks Your Workforce Management Software Should be Doing for You - December 6, 2019