Social Customer Service [Infographic]

The New Challenge

In the past, brands tackled customer service issues by way of a primary channel -- the god old  'call center.' But now, companies must also monitor, respond, and engage in a variety of social channels.

If a brand is unskilled in social media customer engagement, adapting customer service programs to new channels can be challenging: brands might default to reactivity -- essentially, playing 'defense' -- when faced with disgruntled customers online.

However, making reactivity the foundation of your social customer service strategy causes brands to view customer relationships as things to 'manage,' rather than opportunities to proactively add value to the customer experience.

Have a look at the Infographic below (thanks to my friends @ Bluewolf)