Social Media on projects
On the Virtual Project Consulting blog we have discussed various topics around social media and it’s uses for project management. Lately, we looked at use cases and research about shaping social media for better collaboration on projects and using it to make project management more future fit.
However, social media have multiple purposes in the business world, especially as a means for customer service that will serve companies well.
Customer Service Channel
Social media is a unique customer service channel because it allows you to engage with consumers in a way that was previously impossible, and despite this marked advantage, the technology is easy and cost-effective to implement. Moreover, leveraging social media for customer service allows you to build a strong relationship with your audience and discover previously unnoticed market opportunities.
As more people take to social media platforms, enterprise customer service activities will become increasingly transparent. As a result, it’s important to make sure that you get it right so that you don’t lose brand credibly or alienate your customers.
Social Media Customer Service in Practice
When using social media as a customer service channel, it’s important to make sure that your staff members are well-versed in using designated platforms as well as your product or service offerings and company policies. You should start your social media customer service initiative by clearly defining what services your organization will provide and estimating how much traffic volume your employees will manage. By establishing initial parameters, you’ll have a foundation to measure the performance of your new initiative. Furthermore, if your team meets their assigned goals, you’ll have quantifiable proof of your return-on-investment.
To learn more, view this Social Media Infographic, created by USC’s Online Master of Science in Applied Psychology program.
It covers different use cases for social media as a customer service channel, reasons for using it and the benefits you can expect.
