HOW TO: Better Serve the Social Media Customer

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Published: June 30, 2010

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Maria Ogneva is the Director of Social Media at Attensity , a social media engagement and voice-of-customer platform that helps the social enterprise serve and collaborate with the social customer. That being said, you still have a tremendous opportunity to help steer these conversations and educate the public in a conversational, open and honest manner so they feel well equipped to talk about your brand when they choose to do so. With the emergence of social tools and the empowerment of the social customer , it is necessary for businesses to add social support to their arsenals, in addition to call centers and e-mails. It is not uncommon for the social customer to use several communication platforms at a time in order to get the help she needs, and the company must ensure that if several reps talk to the customer through several channels, they are all working from the same customer record and updating that record dynamically. click here to read more

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