The Social Customer Service Maze

Your Customers Are Already Talking – It’s Time to Join the Conversation

While social media has become a standard function in most Marketing departments, Customer Service and Contact Centers are just beginning to become actively involved in social media. When I talk to executives that run service/support or contact centers, I tend to get the same reaction when social media comes upHELP!

Social customer service is very much an emerging market. As such, there are not a lot of proven plans to follow. There are plenty of examples where social customer service went wrong and turned into PR nightmares. It is much harder to find the right ways of doing it where savvy service executives have avoided public embarrassment.

Oracle is partnering with Ovum to help provide you with guidance, recommendations and best practices for proactive social customer service. Over the coming months, we will deliver insight to you in many forms including analyst blogs, research reports, e-book, Webcasts, live events and data to help you formulate a vision and execute a strategy. A great place to start is our resource hub, which we’ll regularly update with new content. Check back on this blog site for further insights from Aphrodite Brinsmead, Senior Analyst in the Customer Interaction team at Ovum. You can also ‘like us’ on Facebook or ‘follow us’ on Twitter to stay updated on new content.

We realize that for you it’s all about delighting customers. Imagine being able to navigate the social customer service maze and get it right. One day Marketing comes running to you with a social crisis. And you can let Marketing know that not only have you seen and resolved the issue, you’ve turned the customer into a happy one.

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