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Social Customer Service

The art of being where your customers need you to be.

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Most businesses have some sort of customer service function, often this takes the form of a call centre. But increasingly people don’t want to use the phone (in much the same was as people don’t want sales calls) so they take to social. They do this because they’re already there…and they can apply more leverage because their problem, and how it’s handled, can been seen by the whole world.

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So call centres must be social in the 21st century (the need to have telephone and email too of course) and this all begins with hearing the problem. If as a company you’re not online listening to the problems customers are having, how can you possibly hear who needs your help. With the right tools it’s possible to cut-through all of the extraneous chatter and hear those customers who need you…and action it.

There are several great social call centre and social customer service tools in the market, but often implementing them can be a long and painful journey, we have experience of doing this for some of the biggest brands.

In social customer service speed is everything and having a process that ensures that everyone knows what they need to be doing is certainly a major element of success. Equally important is ensuring that operatives have access to all of the information they need to solve a problem or answer a question.

If you have identified that a social customer service programme could add value to your business through: