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Customer service using social media

Begin the Social Media Journey with the Right Framework At WNS, we usually consult our clients on making five key decisions before embarking on media customer services using social media: 1. What social footprint would they like? Near and medium term This helps precipitate choices around how many lines-of-businesses do they want to support with social customer services, in what all languages and determine how many social accounts may be required. 2. What social contract would they like to have? Set the rules of engagement with the social media communities. What would they respond to, what would they let the community manage, what would they manage offline and what would they delete. 4. What SME (Subject Matter Experts) support would they need to provide? Outline to clients on the level of expertise 3. What outcomes do they expect? they will need to provide such as Legal, Corporate PR and Marketing. Help clients quantify the outcomes in key metrics – social handling time, social customer satisfaction, first-call resolution at the first level to monetization of social customer services in more advanced service models and so on. 5. What social platforms would they like to build? What themes and interest groups would the brand want to engage? What would be the underlying purpose? How would they want to engage and connect with their loyalists and those who are passionate about their brand? How do they want to converge with existing brand and Corporate Social Responsibility (CSR) platforms?

Customer service using social media

shared by wnsglobalservices on Jul 26
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A 5-step framework to organizations embark on media customer services using social media


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