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For eBusiness & Channel Strategy Professionals

How To Create A Social Customer Service Strategy

Applying The POST Methodology To Online Customer Service

May 10, 2010

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Authors

  • By Diane Clarkson
  • with Carrie Johnson,
  • Elizabeth Stark,
  • Brendan McGowan

Why Read This Report

Social customer service can provide support to customers before, during, or after their purchases. While customer adoption of social customer service is nascent, satisfaction levels are high. eBusiness professionals are looking to social customer service to improve customer satisfaction and achieve goals including deflecting support calls, reducing problem resolution times, and improving knowledge bases. To determine if social customer service is right for your organization, we recommend four steps, which are summarized in our people, objectives, strategy, and technology (POST) methodology.

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Table of Contents

  • Social Customer Service Has Many Forms
  • Apply POST To Determine If Social Customer Service Is Right For Your eBusiness
  • RECOMMENDATIONS

  • A Holistic Approach To Social Customer Service Will Help Avoid Pitfalls
  • Supplemental Material
  • Related Research Documents

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