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Do you participate in our weekly Twitter chat? This is the place to continue the conversations, network with fellow chatters, and find recaps, topics and questions for upcoming chats.

Social Media Customer Care: Wins & Misses Messages in this topic - RSS

Posts: 115

Posts: 115
Good morning!

I hope to see you at 1:00 ET on Twitter. This week we'll be chatting about social media customer service: the good, the bad, and the ugly.

Just follow and use our hashtag (#ICMIchat) to participate. I'll pose each of the questions below as Q1, Q2, etc. Tag your answers with A1, A2, etc.

Icebreaker: If you had to guess, how much time do you spend on social media each week?

Q1: Using the A-F grading scale, how would you rate the typical social media customer experience in 2018? Why?

Q2: What are three characteristics of an outstanding social media customer experience? #ICMIchat

Q3: What are some of the common obstacles that prevent businesses from delivering outstanding social media customer service? #ICMIchat

Q4: Have you ever experienced a "wow" moment while interacting with a brand through social media? Describe it. #ICMIchat

Q5: Have you ever had a social media interaction with a brand that eroded your trust, or caused you to look elsewhere for the same product/service? What happened? #ICMIchat

Q6: What are the skills agents need to deliver rock star social media service? #ICMIchat

Q7: What are some simple ways brands can use social media to engage with customers outside of service interactions? #ICMIchat

Q8: Which department should own social media customer service? #ICMIchat

Q9: Regardless of current business structure, how can the contact center lead the way in helping the organization improve social media customer care? #ICMIchat

Erica Strother Marois
Community Strategist, ICMI
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