Customer Service no longer equals long waits, especially with the number of ways that customers can access help from a company. They expect personal, quick, and human responses regardless of the medium that they reach out on and expect brands to keep up. This means the responsibility has shifted from marketing managers to contact centers- and yet they’re still struggling with response times, appropriate routing, and standing out.
Here’s the good news: A large social media following means that people like, and trust your brand. But, with great popularity comes great responsibility. Followers won’t just frequent your social accounts to like your pictures. As your relationship evolves, they’ll rely on social media as a way of communicating with your company and getting the help they need.
With so many brands just beginning to grasp the concept of social customer service, the problem isn’t always establishing customer care programs- it’s figuring out ways to go above and beyond to turn customers into brand advocates.
Culver’s, a fast-casual restaurant based in the Midwest found themselves in this very position having to manage and engage with a following of over 2 million. Luckily, with the help of Heibing, they were able to strike a delicate balance of customer service, follower engagement, and storytelling on social media.
Culver’s and Hiebing will join forces on June 22nd to host a webinar exploring how they work together to manage social customer service, engage with followers and provide unique surprise and delight moments for their customers.
Register now, as spaces are limited!
Denasia Pinkard, the Content Marketing Manager at Clarabridge, is responsible for the production of all content from concept to execution. With over 10 years of writing and editorial experience, her specialty lies in communicating the value of seamless customer experiences. She has a BA from Morgan State in Telecommunications, and an MA from UMUC in International Marketing Management. Follow Denasia: @denxsia.