Contact Customer Services: Social Media Customer Care and In

1. Contact Customer Services: Social Media Customer Care and Influence Marketing Influence Marketing and Social Media Customer Care are some of the most beneficial and impactful ways of managing a brand’s online presence, whether it is a product, service or professional sports team. http://www.dialogue-marketing.com/

2. Customer Service No Longer Needs to Be a Phone Conversation In today’s internet driven world, social media customer care is more important than ever. Each day we see more and more outlets being created online to help spread the word of a product or service, whether it is good or bad. http://www.dialogue-marketing.com/

3. Example Modern Social Media Customer Service • A prime example of good social media customer care is that of Samsung, who had a customer send them a Facebook message and explain his devotion to the company, and how he owned many of their products in hopes that they would send him a free Galaxy S3, and attached to this note was simple picture of a dragon. While the company quickly responded to his note thanking him for his love for their products and complimented him on his drawing with one of their own, a kangaroo on a unicycle, but this simple conversation was not over. A week or so later, the customer received a personalized Samsung Galaxy S3 in his mail, with his drawing on the back of the phone, and a thank you letter from the company itself. This story was then picked up on multiple social media outlets and news sites, such as Mashable. The full story can be seen here. • This is a perfect example of how a social media customer care center helped to take care of its fans while also creating a devoted influencer to the company, who in turn shared his story with thousands of others on the internet. http://www.dialogue-marketing.com/

4. Example of Bad Social Media Customer Service Should a company decide that a social media customer care center or team is not for them, be forewarned that it is ill advised. The perfect example of where not having a social media customer care team can be seen in a recent article about a Kansas City Chiefs fan who was upset about team ownership and the team’s record. The fan soon took to Twitter after the Chiefs’ opening day loss to vent his frustration. Soon after he had tweeted the update, he received a snarky message from the Chiefs’ verified account. Frustrated and upset at the team, the fan (who also happens to be managing social media for a company) tweeted out an image of the message to his 127k followers as well as shared the story on Reddit and upon learning about this the Chief’s blocked his account. http://www.dialogue-marketing.com/

5. Bad Social Media Customer Service (cont’d.) Eventually the Chief’s vaguely apologized, but the fan could not see it since he was blocked from the account. Later on in the week, the fan was now being a local guest on TV and radio shows as well as his story being picked up on Yahoo!. In the end the best thing their social media customer care team could have done was to simply allow the fan to vent his frustration and offer up positive and encouraging tweets. However, this goes to show that no matter who is commenting or tweeting about your product or service, it is always important to acknowledge the comment, because you never know who that person influences. http://www.dialogue-marketing.com/

6. Conclusion In the end, a social media customer care center can help you manage your online brand presence, and help to both promote your services as well as fix small problems, before they become a viral mess. http://www.dialogue-marketing.com/

7. About Dialogue Marketing • Dialogue Marketing goes beyond traditional call center services to improve business’s relationships with their customers by recognizing and responding to market trends that result in high touch/high value customer experiences. By combining a dynamic culture, passion, and innovation we work to enhance each stage of the customer lifecycle for the following industries: blood donor recruiting, communications, consumer products, ecommerce, insurance, financial, non-profits, and lending. Visit http://www.dialogue-marketing.com/ to learn more. http://www.dialogue-marketing.com/