Trends Report

How To Create A Social Customer Service Strategy

Applying The POST Methodology To Online Customer Service

May 10th, 2010
Diane Clarkson, null
Diane Clarkson
With contributors:
Carrie Johnson , Brendan McGowan , Elizabeth Stark

Summary

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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