Social Listening in Practice: Customer Service
This guide is an overview of social customer service, and provides:
- Examples of best practices
- Strategic considerations for brands who are looking to review their customer service approach
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Good customer service makes good business sense.
Many organizations are saving significant sums of money as a result of aligning their contact and customer service centers with digital and social channels – in fact, in 2013, the IPA quoted British Telecoms as saving £2m a year by adopting a more social-media based approach to customer service.
But these benefits come with risks. How can you ensure you’re getting it right on social?