Social Media Customer Care is a much more complex endeavor than most brands realize. Gone are the days when executing on Facebook and Twitter alone will meet your customers needs. Today customers expect your brand to be listening on digital channels of their choice, regardless if your brand has an official presence or strategy for that site or not.
Brands must evaluate common social media sites and then work to put together a social media customer care playbook. This will ensure that those responding on social to customer concerns keep the same brand voice that marketing uses for outbound content.
Triple Crown Social will help your brand evaluate the need for incorporation of social sites into your care strategy, including but not limited to:
It is not only important to evaluate these sites at a high level but also to make sure that your teams understand the nuances of these sites so that maximum performance can be achieved. For a site like Facebook, understanding how to set up auto-responses, how to mark spam and how to set up and turn on and off your out office features will help maximize that Facebook KPI calculator so your brand always appears to respond as quick as possible given your staffing.
Let Triple Crown Social help your brand design and execute a world class social media customer care strategy
Let Triple Crown Social show you just how we can help your brand. Request a FREE Social Media Brand Analysis.