Top 10 Social Practices for Support

by | Apr 10, 2019

Social media’s ability to empower consumers by giving them the voice to discuss their problems and perceptions publicly has dramatically shifted the business/customer relationship. Companies need a strategy to engage socially with customers. Service and support organizations should view social media as a platform to gain insights about the issues, questions, and perceptions customers have about their products. If you don’t have a Social Media strategy for Support, it’s time. It’s better to start small than not start at all.

Top 10 Social Practices for Support

Here are ten social practices for Support

1

Identify the communities – not hosted by you – where customers are talking about and seeking help with your products.

2

Establish communities and forums so that your customers can engage with like-minded users of your products.

3

Monitor the topics of conversation to determine what your customers need help with and are interested in.

4

Actively promote the existence of communities to customers and incent participation.

5

Measure the impact communities have on expanding customer engagement.

6

Develop and incent community “champions” to sustain activity through new thread creation, moderation and responses to inactive threads.

7

Evaluate the topics discussed and determine the extent to which these topics are new or familiar and documented within the support knowledge base.

8

Measure the rate that cases are resolved within the communities that may otherwise have been directed to assisted support channels (e.g. Deflection).

9

Provide the means for entitled customers to escalate issues from forums with service levels comparable to established assisted channels.

10

Establish the impact that active community engagement has on customer satisfaction, retention, and revenue generation.

 

Featured: Social Media - Implications and Opportunities for Service and Support

Social media’s ability to empower consumers by giving them the voice to discuss their problems and perceptions publicly has dramatically shifted the business/customer relationship. Companies need a strategy to engage socially with customers. Service and support organizations should view social media as a platform to gain insights about the issues, questions, and perceptions customers have about their products.  If you don’t have a Social Media strategy for Support, it’s time. It’s better to start small than not start at all.  This perspective describes the reasons why business, and particularly service and Support organizations, must embrace a social media strategy.

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