Social Media Monitoring On A Budget

by Phone.com

February 2014 is devoted to social media customer service on the International Customer Management Institute (ICMI) blog.  Jeremy Watkin, Director of Customer Service at Phone.com, icmi_logoweighed in on the discussion.  His guest post was geared toward small businesses who are supporting their customers via social media but aren’t ready to use a contact center social media solution.

Key points from the article include:

1. Observe your company’s social media activity.
2. Start with a small solution.
3. Document your policies, procedures and training as you go.
4. Follow and observe what other companies are doing
5. Recruit a team and begin engaging.
6. Evaluate what you are doing often.

Click here to read the full article.

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