Beyond The Bandwagon
The real value of social media in customer service

Customer expectations are changing, and changing fast. The web and mobile channels keep people connected, 24/7. And social media means people are sharing their experiences – good and bad – instantly, around the world.

However, we believe that the fundamentals of customer service are exactly the same as they’ve always been. It’s just that now there are new ways and new places to use them. So, while it’s a good idea to be sceptical about all the hype surrounding social media, it’s also a good idea to take a closer look at the real value. Because social-informed customer service is actually a very powerful thing. Some people also call that Social CRM.

Take a minute to flick through this easy-to-consume presentation - it will give you a great insight into how you should be thinking about your organisations’ customer service.

Hopefully that has rung true with you and you’re ready to take the plunge. Well, we’re here to help. A great next step would be to read this Multi-channel Customer Service eBook

You can also let us know what you thought, or ask us a question, by adding a comment below.

Related Content


How social media helped Planet Positive deliver a free national sustainability campaign

Find out how Planet Positive used social media to launch their 7 Days to Sustainability campaign. ... Read more »

Dreamforce 2012 Round Up: The Best Bits

We've put together some of our key highlights and brought together content from the best of British at Dreamforce. ... Read more »

The Customer Revolution: Viewpoint from Justin Hunt

The Social Media Leadership Forum founder gives his thoughts on the rise of the Social Customer. ... Read more »

About Salesforce

Sales Cloud

Super-charge your sales with the world’s #1 sales and CRM application. Sales Cloud helps sales reps close bigger deals faster and connect with customers on any device.

Service Cloud

Deliver amazing service with the leading customer service, support, and help desk solution. With Service Cloud, you’ll increase customer satisfaction, improve agent productivity, and lower overall support costs.

Marketing Cloud

Harness the power of social media so you can listen to your customers, publish engaging content and advertise to reach new audiences for your company.