One of the biggest shifts in Customer Service has been companies offering social media in addition to phone and e-mail. Is your company thinking of using social media to resolve queries customers? If so, here is some important information.

1. Is your Company ready
for the Social Customer?
How to use Social Media as a Customer
Service tool
Copyright Kwazi Communications 2013

2. Why Social Media?
CUSTOMERS ARE GOING SOCIAL!
• Billions of people use social media to research
brands / products/services
• Customers use online reviews and opinions
before they buy
• Social Media is used by consumers to complain
and complement

3. Why Social Media is great for
Customer Service
MULTI-TASK PROACTIV 24/7
E
You can monitor You can
conversations Respond
and resolve to queries
problems quickly in real time

4. Much Faster than
Mail!
Mail!
E-mail

5. Benefits of using Social Media as a
Customer Service tool
• Customer service team/managers can respond from
anywhere/anytime
• Generates Business intelligence- trends, analytics
• Interactive and collaborative
• Your social Media community can offer support/tools
to common questions
• Cost effective, more queries can be fielded

6. What you need to offer Customer
Service on Social Media
1 . Create Social Media Customer Service Team
should include
• Digital Manager
• Community Manager
• Digital Customer Service Representatives
2. Select the social platform/s
???

7. What your company needs to do
Adopt a Social Customer Relationship
3. Management Platform (CRM)
4. Train staff on using platforms and CRM tools
5. Social Media Response Planning
6. Social Media Literacy training

8. Hiring a Digital Customer Service
Representative ?
Prior customer service experience M
ha ust
Knows product/service ve
Prior Social Media experience
Good Social Media literacy
Team spirit
24/7 mindset

9. Risks of using Social Media for
Customer Service
• Permanent Public record of
conversations
• A local crisis can go global
• Technology failure/glitches can
disrupt service

10. What You Don’t Want Your Company To Lose
Out On

11. Kwazi Communications is a Johannesburg, South Africa based Media &
Communications Consulting company.
We help organizations adopt and integrate social media as a tool to improve
customer service. We help you create the strategy and processes to meet the
needs of the ‘social customer’ allowing your teams to engage, connect and
service customers successfully
For more information contact:
Puseletso@kwazicommunications.co.za
or
Nosipho@kwazicommunications.co.za
011 234 2500
www.kwazicommunications.co.za
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