Free eBook: What If 24/7 Social Customer Service Is Not An Option?

By: Sofie De Beule

February 18, 2015

Customers are making key buying decisions based on the interactions they have with brands on social media. Twitter and Facebook are always on, putting customers just one click away from being able to reach out to brands with complaints, questions, feedback, etc. However, for quite a number of brands, it’s not possible to be ‘always on’ with 24/7 customer support. The lack of resources often prevents them from hiring extra people to take care of the night and weekend shifts.

In a previous eBook on real-time social media engagement, we discussed the importance of fast replies stating that 72% of customers expect brands to reply within the hour. A lot of brands are gradually growing into that idea but for some, it’s just not feasible. Hiring staff to cover every hour of every day isn’t a very cost-effective solution.

How do you manage your customers’ conversations if 24/7, round-the-clock support isn’t feasible?

How do you enable smooth customer interactions over the weekend, during and outside peak hours, and those ‘make or break’ crisis moments?

In this eBook, we will show you the alternative to 24/7 customer support based on how some of our customers in the telecom, banking, and travel industry do it. We used our research results to build a list of 5 tips on how you can organize your social customer service planning.

Download our eBook, and discover:

  • the framework for your social customer service planning designed for CMOs, social media team managers, and social media operators
  • key insights from the travel, telecom, and banking industries
  • 5 key tips to manage your social customer service planning