Creating Effective Social Customer Service

Everyone
  • 9 videos | 32m 10s
  • Includes Assessment
  • Earns a Badge
  • Certification CPE
Rating 4.5 of 432 users Rating 4.5 of 432 users (432)
Social media and mobile use are closely linked, which means customers are more likely to connect with businesses for customer service when it suits them. Customers prefer social media for contacting businesses because they can multi-task while waiting for a response. This gives customers more control over the communication channel, so businesses must have a plan to manage expectations and engage with customers on their terms and in the social media platforms they frequent. In this course, you'll learn about the importance of using social media for customer service, the changes brought about by social customer services, and how companies are adapting to this new way of addressing customer issues. You'll also learn how changes in the behavior and expectations of customers have impacted customer service and become familiar with the advantages of social customer service for businesses, gaining an understanding of the importance of other digital tools to support your customers. Finally, you'll explore the challenges of social customer care and the strategic approaches that you can implement to improve customer service. This course was developed in partnership with the Digital Marketing Institute. (www.digitalmarketinginstitute.com) For those who are interested in pursuing a certification, please contact the Digital Marketing Institute directly via this website: https://digitalmarketinginstitute.com/lp/skillsoft

WHAT YOU WILL LEARN

  • Discover the key concepts covered in this course
    Identify examples of the changing behaviors and habits of customers when engaging with the customer service function in a business
    Recognize the changed expectations customers have when communicating with a business over social media
    Recognize best practices for effective social customer service that can increase the volume of successful service responses for a business
    Identify the advantages of providing effective social customer service for business
  • Recognize the different benefits of using live chat and chatbots to support customer service
    Recognize how social listening tools enable a business to anticipate and exceed customer service expectations
    Recognize common challenges facing effective use of social customer service
    Identify the advantages of social customer service that enable businesses to continually improve customer experience

IN THIS COURSE

  • 1m 19s
    After completing this video, you will be able to discover the key concepts covered in this course. FREE ACCESS
  • 3m 46s
    After completing this video, you will be able to identify examples of the changing behaviors and habits of customers when engaging with the customer service function in a business. FREE ACCESS
  • Locked
    3.  Social Media and Customer Expectations
    2m 22s
    After completing this video, you will be able to recognize the changed expectations customers have when communicating with a business over social media. FREE ACCESS
  • Locked
    4.  Social Customer Service
    4m 13s
    After completing this video, you will be able to recognize best practices for effective social customer service that can increase the volume of successful service responses for a business. FREE ACCESS
  • Locked
    5.  Advantages of Social Customer Service
    2m 26s
    After completing this video, you will be able to identify the advantages of providing effective social customer service for business. FREE ACCESS
  • Locked
    6.  Live Chat and Chatbots
    6m 41s
    After completing this video, you will be able to recognize the different benefits of using live chat and chatbots to support customer service FREE ACCESS
  • Locked
    7.  Social Listening and Reputation Management
    4m 19s
    After completing this video, you will be able to recognize how social listening tools enable a business to anticipate and exceed customer service expectations. FREE ACCESS
  • Locked
    8.  Social Customer Service Challenges
    3m 35s
    After completing this video, you will be able to recognize common challenges facing effective use of social customer service. FREE ACCESS
  • Locked
    9.  Monitoring Social Customer Service
    3m 27s
    After completing this video, you will be able to identify the advantages of social customer service that enable businesses to continually improve customer experience. FREE ACCESS

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion on some of our courses, which can be shared on any social network or business platform.

Digital badges are yours to keep, forever.

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