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5 Ways Social Media Helps Reps Really Focus on the Customer
By: Stefanie Amini
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In the past, a product's widespread success was almost exclusively determined by the marketing efforts of the company behind it. With the advent of social media, this top-down formula has been turned on its head. Now, more than anything, customer reviews and satisfaction drive a product's success.
For this reason, it has never been more critical for companies to develop an overall social media strategy and invest time and manpower in engaging their customers via social media - as well as investing in their customer support teams.
With that in mind, here are five ways for customer support departments to utilize social media tools to maximize customer satisfaction and promote positive visibility in the social media.
1. Be Active: It's not enough just to have a company Twitter account, Facebook page, YouTube channel, etc., with someone randomly assigned to post new messages occasionally. Companies should have an employee (or multiple employees) dedicated exclusively to keeping all social media channels active and relevant at all times.
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