By integrating social media into every aspect of the customer experience, you can enhance relationships with your current customers and significantly expand your client base.

1. MANAGING
CUSTOMER CARE
with
SOCIAL MEDIA

2. Managing
Customer
Care
With
Social
Media
www.liveconx.com
With
the
widespread
adop.on
of
social
media
usage,
it’s
important
to
be
where
your
customers
are.
Using
social
media
and
Customer
Rela.onship
Management
(CRM)
enables
you
to
truly
listen
to
your
customers.
Customers
want
to
work
with
companies
that
care
and
listen
to
them.

3. Managing
Customer
Care
With
Social
Media
www.liveconx.com
WHY EMBRACING SOCIAL MEDIA IS IMPORTANT
Social
media
is
about
interac1ng
with
customers,
prospects
and
even
employees
-­‐
allowing
for
valuable
insights,
solidifying
rela1onships,
and
cul1va1ng
customer
advocates.
Rather than using social media as a single-­‐point solu4on, use it for:
A resource for data.
Building relationships
with customers.
A feedback loop for
product improvements.
Investing in social media can allow you
to break through the noise and offer
customers a reason to reach out to
you.
Design experiences that deliver value for a
customer’s time, attention, endorsement
and data.

4. Managing
Customer
Care
With
Social
Media
www.liveconx.com
INTERACT IN MEANINGFUL WAYS
55% of consumers expect companies to provide
customer service through social media
55%
46% have used social media to vent
their frustration when companies failed
to meet their needs
46%

5. Managing
Customer
Care
With
Social
Media
www.liveconx.com
INTERACT IN MEANINGFUL WAYS
PREPARING
SOFT SKILLS
Agents are able to
connect with customers
on an emotional level
both on the phones and
in social media.
PERSONALIZING
CUSTOMER ENGAGEMENT
Send personalized greetings, inform
them of event-specific discounts, post
Instagram photos of new products on
Facebook and use Twitter to direct
messages to consumers.
TAKE ADVANTAGE OF
SOCIAL PROOF
Use your existing client base or
customer reviews to develop a
greater reputation, encouraging
potential customers to give the
business a chance.

6. Managing
Customer
Care
With
Social
Media
www.liveconx.com
USE SOCIAL MEDIA TO IMPROVE STANDARDS OF SERVICE
BROADCAST
COMMON
PROBLEMS
OR
FREQUENTLY
ASKED
QUESTIONS
Sharing answers to common
issues and FAQs can help
lighten your agents' loads.
PUT
A
"FACE"
AND
"VOICE"
WITH
YOUR
BRAND
Customer interaction on social media
is a great way to develop your
brand's unique voice and create a
presence customers know and trust.
VALUABLE
INSIGHTS
AND
SPOTTING
TRENDS
Social media insights can provide
valuable information about
problems that need attention
within your business as a whole.
VALUABLE
INSIGHTS
AND
SPOTTING
TRENDS

7. Managing
Customer
Care
With
Social
Media
www.liveconx.com
HOW SMALL BUSINESSES ARE USING SOCIAL MEDIA STRATEGICALLY
ALREADY INTEGRATED
STRATEGIC USERS AD HOC USERS
24%
CRM/CONTACT
MANAGER
38%
MARKETING
39%
49%
24%
40%
SALES
24%
43%
Customer
Service
/Support
8%
28%
PRODUCT
DEVELOPMENT
38%
43%
COMPANY
WEB
SITE
10%
24%
HUMAN
RESOURCES

8. Managing
Customer
Care
With
Social
Media
www.liveconx.com
5 SMART SOCIAL MEDIA STRATEGIES
Sometimes social media isn't well suited to a
particular inquiry. A 140-character Twitter post won't
leave room to solve a complex problem. Escalating
that issue to the call centre may be required.
Information gathered by social media can help
telephone agents or resolve complex problems
should escalation be required.
Use
the
Right
Channel,
for
the
Right
Issue
1
Social media has no business hours. Make sure
it’s monitored 24-7 or provides times when it is
monitored. Social media operates at lightning
speed, just like the rest of the Internet.
"Customers are 150% more likely to turnover if
they feel ignored on social channels."
There’s No Such Thing as a Hold
2
Fully train your agents on
how to effectively
communicate on each
social network.
Focus on Training
3
A proactive approach to service
issues goes a long way toward
soothing upset customers.
Use Social for Proac4ve Outbound
Communica4on
4
Use
Smart
Tools
5

9. Managing
Customer
Care
With
Social
Media
www.liveconx.com
Use a smart social media monitoring tool to help track of who's twee4ng what
about your brand and put out fires before they become infernos.
By integrating social media into every aspect of the customer experience, you can enhance
relationships with your current customers and significantly expand your client base.

10. 1 (800) 267-­‐9132
www.liveconx.com