The Social Customer Service Playbook

Description: Imagine you purchased a product from a brand online, only to receive the wrong product from the shipping carrier. You take to social to resolve the issue. Not only do you expect a response, but you expect a personalized response unique to your situation. One-on-one human contact with a real person who actually talks to you without a script. Where once a scripted reply would have been accepted, today, customers have graduated from seeking support from brands on social to seeking personalized real-time support from brands on social. Savvy brands that have taken notice of this trend are doing their best to accommodate a new level of customer expectations, while maintaining consistent experiences, efficient team performance, and low costs across the board. One way to achieve this level of customer experience without compromising quality is through operational scale.