Customer support and community management should be aligned to reinforce social support for consumers.
This piece suggests social media strategies brands could leverage for community management and customer services. Developing guidelines for support team members can help brands address negative feedback and queries with the proper tone of voice, resources, and terminology.
Appoint a reliable team lead with adequate brand knowledge, communication skills, and resourcefulness to manage the online support team. Brands must create a dedicated social media account to provide consumer support and to differentiate consumer issues from their marketing efforts.
Examining specific hashtags and keywords allows marketers to find problem-solving opportunities at scale and enhance their consumer services on social media. Tracking metrics like customer service-related questions, interactions on social networks and upsells can further help brands boost awareness and drive sales.
[4 minute read]