What Are Your Secrets to Social Service Success?
Earlier this week, I wrote an article "Putting Customer Service in Charge of Social," in which experts agree that marketing-led social initiatives tends to create silos and block visibility into customer concerns by customer service.
An interesting debate has ensued that points to customer service ownership not being the answer, but instead, the solution is process oriented.
Mitch Lieberman, of Sword-Ciboodle, posts that the solution will come when organizations make sure the right information gets to the right person at the right time - process, driven by strategy.
Lieberman says the answer lies in the consistency of experience across and between channels (and departments). In the short term, he writes,companies are going to need to work hard to deliver that consistent experience - a continuum of sorts, but it will be be worth it.
What are your solutions to providing consistent service in real time via social channels? Are you collaborating with marketing? Have you implemented processes and technologies that bridge this gap? Please share your experiences.
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