Social Customer Service

An Introduction

Introduction

•Social customer service (SCS) is the best way to connect yourbrand with people on a personal level. Social community helpsyou identify customer issues, resolve problems effectively, andcreate advocates for your brand.

Advantages of Social Customer Service

Immediate CommunicationMeaningful and Long Lasting relationshipPersonalize InteractionTransparent ConversationBrand AwarenessEasy Follow-upsFeedback

Presentation Agenda:

Immediate Communication

• Using social media as a communication medium helps inunderstanding users complaints and compliments in real time.• Therefore organization can respond within 1-2 hours.

Meaningful and Long Lasting Relations

• Social Media helps the user to contact in hassle-free manner.• It also helps the organization to make 2-way friendlyconversation.• It strengthens the bond between both the parties & allows theagent to know about the likes & preferences of customer.

Personalized Interaction

• Social media helps user to get certain level of comfort in aneasy manner.• Social media interaction provides the feeling of talking to a liveperson. The tone and the language are not very formal, unlike thephone calls.• It gives brand a voice and helps in humanizing it.

Transparent Conversation

• Being actively present on social media is a win-win situation forboth the parties.• It helps the business by knowing the profile of the buyers &knowing their preferences & needs and the potential buyer gets achance to know the how well the organization is faring.• It helps to bring goodwill to company as the happy clientswould give their nice reviews & comments on the profiles.

Brand Awareness

• Social media engagement improves the chances of creating abuzz about the company, its products and services. Therefore,creating brand awareness.• This is simple and a cost effective method to generate brandvisibility.• With more brand mentions coming your way, you are creatinga strong online presence for the organization.

Easy Follow-Up

• Depending on the complexity of the problem, following up withthe users becomes simpler when they connect with you on socialmedia.• In case the issue has been resolved quickly, the audience willsee this as a positive step from brand’s end.• In case the problem is unsolved or the buyers are not satisfiedwith the response, Brand can come up with better solutions.

Feedback

• On the social platform, the chances of users experiences orgood stories going viral is high and as a result, many users arehappy to share their feedback• Users giving feedback for the brand are the one who usuallylikes to socialize, hence such users have no qualms in writing aline for the company. Good chance of getting more contacts andfollowers for your organization.

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