Developing a Social Media Customer Service Plan

  with Katherine Ong

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Class Overview:

According to Gartner, a failure to respond via social channels can lead to a 15% increase in the churn rate for existing customers. And oftentimes those customers might be discussing your brand, just not directly @ mentioning you; fewer than 3% of customers directly @ mention brands on Twitter (i.e. referring to the brand “company” instead of “@company”). (Conversocial)
In this session learn how to create the plan, process and protocols needed to launch a social media customer service strategy – one that monitors both your company’s handles but also the larger social media conversation and how to craft appropriate responses and measure the impact those responses have on your bottom line.

What You'll Learn:

  • How to draft a social media customer service protocol that will provide a roadmap for your social media team.
  • Ideas for how to streamline the technology that you’re using for monitoring and response to increase effectiveness.
  • Examples of how to train and manage your social media customer service team.