Customer Experience News & Trends

Top 3 guidelines for using social media to help customers

Whether you’re just getting into helping customers via social media or are seasoned pros at it, these guidelines will help you become savvy in the newest service channel.

The self-regulated community of leaders at recommend that any contact center involved in social media:

  1. Tell the truth. Anyone who interacts with customers online and in a social media setting should disclose who he is, who he works for and anything else professionally relevant to the conversation.
  2. Correct misstatements quickly. Keep tab of what’s gone wrong and attempts to fix missteps, misrepresentations and failed outreaches. Also keep tabs of the positive things customers have said and any incentives that were given to them as a result of those posts.
  3. Be transparent about compensation. Ask customers to disclose any compensation they’ve received for advocating your company or brand. That should be clear, understandable by the average reader and visible within the customer’s written content.

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