More than often, your customers will be surprised when you reach out or respond to their needs via social media. This element of surprise is more likely to turn into a satisfactory outcome, and as a result, customers are more likely to return to social media for customer service in the future. In order to maintain the convenience and success of social media for customer service, it is important to establish universally accepted expectations from social CRM engagements. In other words, outlining what customers can and can’t achieve from social CRM, is the first step to marketing the explicit benefits of social media for customer service:
- How to market the benefits of social CRM for your customers
- Why you must educate customers on the integrity and safety of social CRM
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The importance of establishing realistic benchmarks for customer service and quality assurance for social CRM