Countless brands simply don’t know where or how to start, and the lack of action could be driving customers to the competition. 2015 Harris Interactive research revealed that 69% of customers are willing to pay more for a product or service with a respectable customer service reputation. Even more staggering—86% of customers expect …show more content…
Before you dive in, consider these ten keys.
1. Customers: What are their preferences? What are they saying about your brand? What are they saying about your competition?
2. Contact types: Why will customers reach out you via social media? (To provide feedback/complaints, to check on product or delivery updates, etc.)
3. Access alternatives: Other than social, where will customers be able to reach you? How will you let them know?
4. Hours of response: Will you offer social service from 9am-5pm, 7am-7pm, or 24/7? Consider which hours make sense for your business and customers, and clearly communicate those hours to your customers.
5. Service level objectives: During those established hours, how quickly will you respond to customers? Do certain types of inquiries require a more urgent response? How will you prioritize?
6. Routing: What tools and processes do you need to identify, prioritize, and deliver customer questions and mentions to the appropriate team