{"id":251696,"date":"2021-04-19T00:00:00","date_gmt":"2021-04-19T04:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/social-media-implications-and-opportunities-for-service-and-support-2\/"},"modified":"2022-06-14T11:48:06","modified_gmt":"2022-06-14T15:48:06","slug":"social-media-implications-and-opportunities-for-service-and-support-2","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/social-media-implications-and-opportunities-for-service-and-support-2\/","title":{"rendered":"Social Media &#8211; Implications and Opportunities for Service and Support"},"content":{"rendered":"<div class=\"et_pb_row_inner et_pb_row_inner_0\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_0 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_0 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p class=\"p-lead\">Developing a social media strategy for support does not mean that the organization will have to commit significant resources.<\/p>\n<p>Social media strategies can begin with a very passive approach, such as monitoring communities and learning from customer discussions.<\/p>\n<p>The key is to develop a strategy that makes sense based on well-defined business goals and realistic resource constraints. It\u2019s better to start small than not start at all.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"et_pb_row_inner et_pb_row_inner_1\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_1 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_1 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<h2>Six Steps For Developing a Social Media Strategy for Support<\/h2>\n<p>Here are six steps to consider for getting started with a social media strategy for Support<\/p>\n<h4>1.\u00a0\u00a0\u00a0 IDENTIFY COMMUNITIES OF INTEREST<\/h4>\n<p>The social media universe is extensive and most of it does not matter to your business. Identify the sites and communities where current or prospective customers are talking about your products and services. (e.g. A professional community that is highly likely to use your product, or product user group.)<\/p>\n<h4>2.\u00a0\u00a0\u00a0 LISTEN AND LEARN<\/h4>\n<p>Before investing in technology, increasing headcount, or making changes to the way you do business, monitor discussions within targeted communities of interest. Listen to the topics being discussed.<\/p>\n<h4>3.\u00a0\u00a0\u00a0 PROBLEM \/ OPPORTUNITY STATEMENT<\/h4>\n<p>Formulate a plan about how you can participate in targeted communities to benefit both members and your business. Establish the problem or opportunity statement.\u00a0 Be prepared to articulate a compelling reason to embrace social media and to justify the time or resources required.<\/p>\n<h4>4.\u00a0\u00a0\u00a0 ESTABLISH GOALS<\/h4>\n<p>Once you have established the opportunity, define goals to describe the impact you want to have. Goals may be as simple as increasing your understanding of what customers think of the company\u2019s products or learning what product related issues cause customers the most difficulty.<\/p>\n<h4>5.\u00a0\u00a0\u00a0 DEFINE METRICS \/ MEASURE IMPACT<\/h4>\n<p>Define the metrics you will use to measure the impact of your social media efforts.\u00a0 Align your metrics with stated goals.<\/p>\n<h4>6.\u00a0\u00a0\u00a0 COORDINATE WITH CORPORATE<\/h4>\n<p>Many companies are developing social media strategies. These may be corporate-wide initiatives or driven by one or more departments. Be aware of and contribute to the development of a corporate-wide social media strategy, but don\u2019t let it diminish the need to achieve strategic service goals, nor delay efforts to incorporate social media into existing support processes now.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>This article describes how to develop a social media strategy for Support that aligns with business goals and staffing levels. It\u2019s better to start small than not start at all.<\/p>\n","protected":false},"author":4,"featured_media":252466,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[27,46,50,13],"tags":[93,37,33,57,101],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251696"}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251696"}],"version-history":[{"count":6,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251696\/revisions"}],"predecessor-version":[{"id":252938,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251696\/revisions\/252938"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/252466"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251696"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251696"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251696"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}