Published: May 06, 2014
The social media playbook is a living, breathing set of guidelines to make your social customer service a competitive differentiator!
Over two-thirds of contact centers acknowledge that social media is a necessary customer service channel, yet many are still challenged with where to begin. Even those centers that support social recognize that the channel is still evolving and that customer and brand expectations don’t always align. That’s why a social media playbook is so important!
The playbook provides the framework for the entire organization to use by defining the social customer journey and laying out roles and responsibilities, escalations, internal and external processes, the understanding of the who, what and why of conversations, workflows, metrics and reporting. The playbook also gives an agent examples of how and why to respond through Twitter, Facebook, LinkedIn and other social channels. The social media playbook is a living, breathing set of guidelines to make your social customer service a competitive differentiator!
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