• Social Media

  Social media : Marketing vs Customer Service

  Posted by Kayyam on September 14, 2022 at 4:01 pm

  Hello,

  I’m a tech person and I’ve been working on a project to give the customer service department better tools to handle customer requests. Our customers usually call or send emails but an increasing number reaches out directly through social media, which is expected in this day an age.

  Our social media is under control by the marketing department, which is distinct from the CS department and I suppose many other companies work this way as instagram and facebook were and still are more about branding than customer care.

  I’m finding it difficult to find what’s the best way to do things without having to reshape the organisation of the company to put customer service and marketing under the same director and responsability. My main pain is that it’s impossible to control the quality of customer care delivered through social media by the marketing department, and there is no way to enforce things are done one way or another.

  Thank you for any insight you can share from your experience.

  Kayyam replied 1 year, 7 months ago 2 Members · 1 Reply
• 1 Reply

• 

  Burdensome_Banshee

  Guest

  September 14, 2022 at 5:34 pm

  I run my company’s social media and yes, I and those on my team do good amount of customer support there. Our level of support in general is very high and we are known in our industry for our customer service, so it’s crucial that anyone on my team is able to provide high quality lower level support. For issues that can only be handled directly by support, I forward people over to them.

  One option is to provide support training for the social media team and to have clear guidelines on what kinds of questions they can handle there, and what needs to be passed on to the actual support team. Two of my team actually started on our support team–this is my preference so they’re coming with a baseline level of knowledge on our particular industry and the common issues customers have.

  Another thing you might look into are social integrations for your customer support platform. You’ll be able to respond in the CS platform to messages on the social channels you have connected.

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