Episode 201 – Go Proactive with your Social Customer Care

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A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure.

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The Socially Supportive Podcast is Part of the C-Suite Radio Network.

Announcements:

“Recast your current problems into proactive goals.” – Suze Orman

 Book of the Day: Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers – John A. Larson and Bennett E. McClellan

Go Proactive with your Social Customer Care

  • 3 Stages of Social Customer Support 
    1. Reactive –  Responding to customers when they post questions, comments, complaints about your brand, directly or indirectly
    2. Proactive – Getting customers the information they need, before they even know they need it
      • FAQ sections
      • Posting estimated times of repair on social media when power outages occur
      • Automatically sending credits after a billing error has occurred
    3. Preventive – Stopping the issue before it becomes a problem. Examples:
      • iPhones that update themselves
      • rebates that deliver themselves with no action on the customer’s part
  • 4 Steps to Moving from Reactive to Proactive Social Customer Care
    1. Identify the types of issues coming into your social properties
      • Requests for Assistance
        • Missing Product/Service
        • Not working as expected product/service
      •  Questions
        • Service
        • Product
        • Technical
        • Billing
      • Compliments
      • Complaints
    2. Sort items by volume and complexity
    3. Design proactive content around items that are the most frequent with the least complexity
    4. Pilot 
      • Publish within the customer support team
      • Ask marketing/public affairs to publish

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

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Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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