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6 Steps to the Ultimate Social x Contact Center
A How-To Guide for Your Social Customer Service Strategy.
April 2012

Introduction

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1. Identify the Right Channels

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Social media support has become mainstream, with over 80% adoption in 2011, up from 40% in 2007. What about customer service leaders? Below: “Benchmarking Social Media Customer Service”by TELUS, shows us how they prioritize social support.

Most of these leaders, with the exception of Best Buy, have not adopted all channels. They ensure bestin-class status in each channel they usebefore they expand. What about specific channel strategies? Here are some helpful resources to get you started: 1. Twitter – “How To Use Twitter for Customer Service” 2. YouTube – “YouTube forCustomer Service” 3. Facebook – “Five Tips for using Facebook for Customer Service” 4. LinkedIn – “33 Ways to Use LinkedIn for Business” The channels you implement will depend on your objectives, resources,and nature of your customers. Remember to start small and grow one step at a time, just like the leaders mentioned above.

2. Social Goals and Metrics

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1. Service Measures for SocialCare

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2. Quality Measures for Social Care

3. Effectiveness Measures for Social Care

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3. Understand Your Social Customer

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1. Social Customer Demographics2

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2. Social Customer Characteristics

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3. Social Customers by Country

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4. Social Customers by Device

4. People, Processes, Technology

People

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Processes

Technology

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5. Follow Social Media Etiquette

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6. Analyze Social Feedback

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”– ” – TELUS ”– ”– - TELUS ”–

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12Appendix: Introduction to Fonolo
Do Customers Enjoy Calling Your Company?

Lower Costs and Happier Callers with no Infrastructure Changes?
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Features
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