It's inevitable: one of the many hats community managers will wear is that of customer support agent. Even while using social media to extend and personalize your brand, customers will wind up using these channels to gain answers to their own questions. Finding scalable ways to maintain a sense of personal connection regarding customer support inquiries can be a challenge. While you can direct message on Twitter, how can you point them in a direction for more information that maintains that level of connection in 140 characters or less?
Here are some quick ways to keep the customer support high tech and high touch:
Following through with these three tips will provide your customers with that warm and fuzzy feeling that you truly care about their experience with your brand - and you do. It may seem like this customer support hat is too big for your head right now, but the above is sure to help alleviate the pressure while even strengthening your brand. And before you know it, you won't even know you're wearing that hat.
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Laney Whitcanack is Federated Media Publishing's chief community officer. Prior to joining FM, Laney co-founded BigTent in 2006 and focused on innovating online and offline ways to connect people with communities they care about. She spent the decade previous to BigTent coaching and training hundreds of community leaders, in the U.S. and Mexico, most recently as the director of community programs for the Coro Center for Civic Leadership.
A published author and speaker on entrepreneurship and community organizing, Laney received the Jefferson Award for Public Service in 2008. She is currently a board member of Zeum: San Francisco's Children's Museum and The Princess Project and is involved in even more community groups after the birth of her daughter, Campbell, last year. Laney has a B.A. from UCLA, and MBA from the Simmons School of Management, and an Ed.M from Harvard University.
December 12, 2013
1:00pm ET / 10:00am PT