Social customers are changing and demanding, more than ever, an engaging and rewarding customer experience. This mean a businessâs approach to social support for these customers across online customer communities, social networks, and traditional customer service is now more important. To employ a successful social support solution, businesses must account for an online community, reputation management, social web integration, CRM integration, and actionable analytics. Learn more about how these five must have solutions will help your business meet the demands of your social customers.
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Todayâs top brands arenât simply adapting to the disruptive
force of social media, theyâre embracing it whole hog.
Theyâre rethinking traditional support strategies at the speed
of innovation and re-engineering the kinds of customer
relationships they want to develop, centering them on
collaboration and engagement.
User Profiling and Reputation Management
Social supportâthe point at which online customer The ability to identify and cultivate those who will amplify
communities, social networks, and traditional customer your brand messageâyour advocates, influencers, and
service meetâis growing up. In order to meet the growing list superfansâis crucial. A reputation management system is
of demands your social customers are making on your brand essential to enable content consumersâwho far outnumber
(and that your competitor is satisfying, by the way), brands content creatorsâto separate the useful from the non-useful
must both build their own social presence and reach out and categorize content as relevant and trustworthy. Networks
across the larger social web. like Yelp and eBay thrive on user reputation. A strong
reputation fosters trust among the community members
and makes the individual more influential.
here are the must-haves for a Social Web Integration
successful social support solution: The most successful social brands today are so because
they are not only listening to but diving headlong into these
An Online Community social customer conversations with gusto. They listen,
An online community is the cornerstone of a social support acknowledge, respond, reward, explore, and engage their
solutionâa business tool that encourages participation social customers wherever they areâin online communities,
and interaction among social customers who donât know on Facebook and Twitter, and through mobile devices. In the
one another. Online communities help brands to get social process, theyâre tapping a veritable gold mine of business
customers to trust each other, help each other and advocate intelligenceâspontaneous, unsolicited market feedbackâ
for your brand. Community is at the heart of all social which gives them the capability to meet customer needs, to
customer solutions because the community is the means by improve satisfaction, to build long term customer loyalty, and
which customers become brand citizens. to maximize customer lifetime value.
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CRM Integration conclusion
Simply showing up and listening is not enough. Successful
social support systems are based on strong ties from the Social customer conversations will continue to create buzzâ
social web to the companyâs internal processes, allowing all good or badâregardless of whether or not brands join in. A
parts of the enterprise to take action. social support solution taps into the enormous latent value in
social customer networks and turns them into brand nations:
Todayâs most competitive brands are not simply capturing an online community of empowered social customers who
marketing feedback, but acting upon it. Theyâre folding all willingly support and assist each other, enthusiastically rally
the valuable data they glean from social media into their around your brand and your products, and give you feedback
business processes, knowledge stores, sales prospecting, and that helps you keep your competitive advantage.
marketing automation tools.
Actionable Analytics
In the fast-evolving world of the social web, companies are
constantly iterating on their social engagement practices,
trying new strategies and learning from both their successes
and failures. Solid analytics are essential for all of the varied
stakeholders in the enterprise to measure the effectiveness of
their programs and to make course corrections as needed. In
the hands of people who can act on it immediately, this data
gives companies a tremendous competitive advantage.
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