In today’s world of social-media proliferation, both in the personal and professional lives of people, companies are increasingly looking to Customer Service on public social networks.
This, with the intention of addressing several hundreds of questions that people/consumers ask about their brand or service every day; and also for absorbing the occasional feedback that they may provide to improve the brand and service proposition.
As a company embarks on a genuine customer-centric response for every such query/conversation, it invariably advertises for its brand. This advertisement in the form of a response made publicly and unlike conventional marketing, needs no repeating as it will be carried forward by the customer network.
It is, therefore, rightly called the 'multiplier effect', with its power to multiply the audience and impact of response.
Hence, it is imperative to enter into every social-media conversation. And it is all the more important to 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
2. What social contract would they like to have?
3. What outcomes do they expect?
4. What SME (Subject Matter Experts) support would they need to provide?
5. What social platforms would they like to build?