But how will you build a sophisticated social customer service strategy -- one that can scale to deliver exceptional customer care even during spikes around seasonal sales, new product launches, and unexpected attention from negative customer tweets?
A customer’s experience heavily influences their buying decisions, and it is inevitably where brands compete the most. Ensuring a positive customer experience at every touchpoint is critical to being successful. And it starts long before a customer needs to contact customer care.
For companies to deliver on customer expectations and empower their customer care team to deliver an exceptional experience, they need to expand “ownership” to every person who impacts the customer: sales, customer care agents, other customers, influencers, even vendors. We call this a Total Community approach.
Whether you have a dedicated social care team or equip your traditional care team to manage social care, you can empower your agents using the seven best practices outlined in this guide – from comprehensive training to measurement and communication of the results.
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