Social media can be harnessed for more than just marketing and PR - it can also be used for customer service. To do so, companies must have a clear social media strategy, identify the appropriate platforms to engage customers, actively maintain a presence and respond to customers in a timely manner. By focusing on conversation, rewarding loyalty, consistency in messaging, monitoring their brand, and continually improving based on analytics, organizations can leverage social media as an effective customer service channel.

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#icskenya
Harnessing
SOCIAL MEDIA for
SERVICE DELIVERY
@japies
Japie Swanepoel,
Nairobi Club:
24 October 2013

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What is social media good for?
Public
relations
Marketing
Events
Sales

3. +
What about Customer Service?

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But do these companies embrace
the medium?

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How can your organisation harness
social media for customer service?
①
What’s your strategy?
②
Identify the correct
platforms and tools.
③
Make your presence
known.
④
Resources!
⑤
Respond in timely
manner.

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How can your organisation harness
social media for customer service?
⑥
SM: its about the
conversation!
⑦
Reward loyalty.
⑧
Be consistent with
your message.
⑨
Track your brand.
⑩
Constantly measure,
analyse and improve.

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www.InteractiveConcepts.co.ke
japie@interactiveconcepts.co.ke