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10 Tips for Serving Customers Via Social Media

By Erica Marois | Date Published: June 15, 2017 - Last Updated September 25, 2018 | Comments

According to ICMI research, more than two-thirds of contact center leaders acknowledge that social media is a vital channel for customer support. Despite that realization, less than half of contact centers today formally offer social media customer care.

Adding new support channels to the mix is no easy task! And with the rapid evolution of social media platforms and technology, piloting a social care program can feel even more daunting.

Our #ICMIchat community shared some best practices this week. Here are 10 tips to help you get started. Find a full recap here, or download this free worksheet for even more advice!

 

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics: Social Media

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