As the world becomes more and more dependent on social media for pretty much everything, brands are now using platforms like Facebook and Twitter to communicate with their customers; and it’s not just marketing and PR departments either. The smart brands are also using these networks to engage with customers and solve their problems quickly and efficiently. Doing so:
- Increases customer satisfaction
- Exceeds customer expectations
- Increases customer loyalty
- reduces the cost of customer support
- builds brand affinity and customer advocacy
There are two vendors in the space that are doing awesome things with social customer service. Sprinkr, an entrprise social media management and content publishing platform has built a customer service application as a part of their core product offering. They currently power Target Canada’s initiatives on Facebook. What’s interesting about Sprinklr is that they already have listening and a robust content approval and workflow process built into their platform for proactive content creation. That workflow also powers reactive engagement specifically those who manage social customer service.
Lithium, a brand advocate community applications platform acquired Social Dynamix last year and now offers a product called LevelUp – a tool that can bridge the gap between a Lithium community (generally hosted on a brand’s web site) and brand pages on Facebook. Lithium uses Q&A boards, discussion forums and search capabilities within their Facebook apps so that posts appear in both places, creating a “seamless conversation.” Lithium’s LevelUp is also available for Twitter. What’s awesome about this is that when a user asks/responds to a question in Facebook, it’s dynamically updated on the branded site (and vice versa). This means that all the Q&A that happens within the Facebook ecosystem is not only game for Graph Search but will also be indexed in Google. Win-win, if you ask me. Below are some examples of brands that have Lithium’s LevelUp deployed:
There are several other vendors in the space that are dedicated to deploying and enabling a brand’s social customer service – Desk.com, Conversocial, Get Satisfaction, Uservoice, Freshdesk, Zendesk and many others.