This document discusses the unique benefits and challenges of using social media for customer care. Some key benefits include testimonials, brand ambassadors, word of mouth marketing, and building relationships and community. However, there are also challenges like dealing with customer issues in a public forum, response time pressures, and risks associated with automation. The document provides tips for using social media well for customer care such as having an overall strategy and plan in place, listening to customers, addressing complaints, and developing a strong reputation over time.

1. The unique benefits & challenges
of delivering customer care
through social media

2. Unique Draws of Using Social
Media for Customer Care
• Testimonials
• Brand ambassadors
• Word of mouth
• Relationships/Community
• Valuable knowledge
@karidbn

3. @networkexplode

4. facebook.com/kari.lancaster

6. Social Media Platforms
facebook.com/kari.lancaster
facebook,com/networkexplosion
@karidbn
@networkexplode
@karidbn
@networkexplosion
+KarenLancaster1
+NetworkExplosionCoZa
Karen Petersen Lancaster
Network Explosion

7. Facebook Messenger
http://www.socialmediaexaminer.com/how-to-use-facebook-messenger-for-your-business/

8. Unique Difficulties of Using
Social Media for Customer Care
• Public forum
• Response time
• Risks of automation
• Customer service plan
facebook.com/networkexplosion

11. @karidbn

12. ITS NOT ONLY CUSTOMER CARE…

13. How to Use Social Media Well
@networkexplosion

14. Have a Strategy in Place
• Overall business strategy
• Know your audience
• Editorial calendar with main topics
• Create a presence
• Engage
• Who does what?
• CTA
• Measure
Karen Petersen Lancaster

15. Have a Plan for Managing Customer Service
• Create unforgettable experiences – West Jet Christmas miracle

16. Have a Plan for Managing Customer Service
• Create unforgettable experiences
Network Explosion

17. Pay Attention - Listen
• Use Listening tools
+KarenLancaster1

18. Go the Extra Mile
+NetworkExplosionCoZa

19. Develop a Process

20. Train Staff

21. Address Complaints & Take Action

22. Be comfortable with letting a customer
complaint play out in public without trying
to control every aspect of it

26. Develop a customer service reputation
• FNB - @RBJacobs

29. Ask for feedback

30. Thank-You