5 Things to Get Right in Social Customer Service

If you’re not yet responding to customer service inquiries on social media, you’re not alone, but you’re part of a rapidly shrinking list of brands. According to Social Bakers, about 62% of questions posed to brands on social are responded to. What happens to the other 38%? Nothing. Well, not exactly nothing – only 19% of the people who were ignored will recommend that brand in the future, as per a study by NM Incite last year.

But just responding isn’t enough. In this session, we'll review the five most important things you must get right when responding to customer service inquiries on Twitter, Facebook, and other social media channels.