Is Your Customer Service Team on Social Media?

Is your call center staff on Twitter, Facebook and/or other social media channels?  If not, they should be. This department is best suited for addressing customer concerns and issue resolution yet many of these teams are not engaging on social media.  Your marketing department is probably seeing customer service conversations on social channels but are they engaging the customer as they should and are you measuring those engagements over time?

The chart below gives you a good indication of why you need to start training your customer service teams how to use social media:


About Jason Sem

I develop strategic direction for social media and digital initiatives; specializing in the integration of digital, social, mobile and off-line channels to engage consumers at all points along consumer’s path-to-purchase.

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