Your customers don’t want to wait on hold or stay glued to their browser, they want their issues resolved where they’re active across popular social media networks, review sites and messaging services.
Providing customer service on platforms like Twitter, Instagram, WhatsApp, Yelp, OpenTable, and Google is essential for your organization to meet the needs of consumers, while reducing response times and lowering the total number of customer support tickets.
Join Brian Honigman, a leading marketing consultant, a Skillshare instructor, and an NYU adjunct marketing professor, to learn why it's important to offer support to customers on social media and how to effectively manage a customer care program on these channels.
You’ll learn how to:
<ul><li>Set guidelines for managing social-first customer care.</li>
<li>How to choose the right channels to conduct customer service on.</li>
<li>The process for listening and monitoring conversations about your organization.</li>
<li>How to properly craft responses to positive and negative customer feedback.</li>
<li>Tips for proactively answering frequently asked questions on social media.</li>
<li>How to develop templates to streamline the process of responding to customers.</li>
<li>Recommendations for how to move beyond best practices for customer care and get creative with your approach.</li>
</ul>This class will cover guidelines for customer service on social media that are relevant to small businesses and enterprise organizations alike.

Customer Service on Social Media

Completing the Class Project

Setting Social-First Guidelines

Choosing the Right Channels

Monitoring Customer Conversations

Responding to Customer Outreach

Moving Conversations to Private

Turning Complaints into Praise

Providing Proactive Support

Using Response Templates

Offering Creative Support

Conclusion: Prioritizing Social Care

Class Project_ Template for Social Customer Care Responses.docx

How to Provide Customer Service on Social Media

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How to Provide Customer Service on Social Media

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