Parature’s Best Practices for Effectively Marketing and Managing Social Media as a Customer Service Channel Featured in the May Issue of CRM Magazine
Though social media engagement has been identified as one of the top priorities and most exciting opportunities for companies in 2012, many brands still aren’t actively engaging with the millions of consumers using social media to make purchase decisions, share brand experiences and request customer service. Marketing departments have traditionally controlled customer interactions by directing consumers to one-way pages where the company posted freely while customers’ comments were ignored or blocked.
With social-savvy companies transforming customer service on Facebook and Twitter from a wonderful exception into a widespread expectation, organizations across all industries are being pushed to talk with their social audiences. The following are five best practices for better managing social media as a customer service channel are featured in the May 2012 issue of CRM Magazine:
1. Focus Service Efforts. With new social channels emerging daily, it is impossible to effectively give attention to every one. Prioritize social customer service delivery to your most active social channels, and utilize marketing efforts to encourage and train consumers to reach out on these venues. Read More