Useful Social Media - Corporate Social Media Best Practice

This week’s Wednesday Update focuses on how leading companies are delivering better customer service through social media. Featuring a case study from Ford, insight into how social has changed customer service, and how you can be successful in this critical new area.

Using social media as promotional collateral is of course an excellent idea, but the sheer amount of blatant sales messages is starting to put a lot of people off. The trick is to incorporate social media into the sales process whilst not sounding salesy – which is going to mean getting it into the customer service function as well, as people expect to be spoken to individually.

Everybody gets criticized on social media. It’s common sense; sometime someone’s going to offer a review that’s less than complimentary. There are ways, though, of dealing with hostility online, whether on Twitter, Facebook or any of the other networks. Turning old-fashioned criticisms around can be dealt with in a number of ways.

This week, our roundup features articles on using Twitter for customer service, social media for product development, and an investigation into the impact of reviews on your social commerce strategy

Customer interaction via Twitter is now gaining pace. Companies are increasingly integrating Twitter into their CRM support to enhance their brand value and reduce costs. Can Twitter offer tangible benefits to corporations looking to improve the efficiency of their customer services?