Social Media Customer Service: Tips, Tools and Best Practices
This course will prepare you to serve customers on social media platforms including Facebook, Instagram and Twitter, plus WhatsApp.
We will start the session with an overview of the current social media landscape and discuss the opportunities for social media customer service teams in 2023.
Social media management can be overwhelming and time-consuming. In this session, you will discover a range of tools that can help you create content, monitor notifications and post to your accounts more efficiently.
You will hear case studies, take away top tips from an industry-leading social media practitioner as well as learn from your peers within the group.
By the end of this course participants will be able to:
• Identify useful tools to aid social media management
• Understand best practices for responding to customer service queries via social media
• Consider how to incorporate proactive customer service content into their accounts
• Understand the importance of social media monitoring/listening and use search tools to identify customer service opportunities
This course is hosted by the Call Centre Management Association (CCMA). It is open to both members and non-members.