Some companies are on top of this thing we call social customer service. Others? Well, let’s just say they haven’t seen the value of a “virtual hug” …yet. Which are you?    

These days most everybody’s using Twitter, Facebook, and YouTube. Every second, tens of thousands of public customer questions and experiences are tweeted, re-tweeted, shared, and posted. These experiences spread virally to other customers, their friends – your prospects. How quickly you respond could be the difference between a customer on the warpath – and a customer for life.

A few great companies have been down that road. Companies like Comcast, SunTrust Bank, and Yamaha are harnessing the power of social media and discovering a better way to listen and engage with customers on Twitter and Facebook. They’ve established online listening plans. They’re having productive conversations with their customers on social channels. They’re resolving issues faster. And providing answers oftentimes before customers even know they have questions. Bottom line: These companies are transforming the way they do business. They’ve put social CRM to work in their contact centers and not only do they have happier customers – they also have happier agents.

See how other companies use social media to transform the customer experience at http://bit.ly/tVnunQ.  While you’re there, download a couple of eBooks: Stop, Look, and Listen: The art and science of listening to deliver an amazing customer experience through social media, and Up Close and Personal: How to communicate with your customers on the social channels they use.

By making social media part of your contact center, you can move your organization toward prevention and away from triage. Plan your social customer service strategy with the Service Cloud.