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A blended social customer service agent model is one that has agents manage customer service interactions across social and non-social channels concurrently. That means having a team that is looking at offline or traditional customer service channels and some of the new social ones. A blended model has several advantages:
A designated social customer service agent model employs agents dedicated to managing customer service interactions on social media. The advantages of a designated model include:
You can obviously employ agents internally or you can outsource this service and work with outsourced agents.
The benefits of using internal social customer service agents include:
The benefits of using outsourced social customer service agents include:
Christian Polman is a General Manager at Eone, Europe. He has driven digital marketing strategy through analytics and research to solve strategic and operating challenges and develop business plans for Fortune 100 brands.
Data protection regulations affect almost all aspects of digital marketing. Therefore, DMI has produced a short course on GDPR for all of our students. If you wish to learn more about GDPR, you can do so here:
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ABOUT THIS DIGITAL MARKETING MODULE
This module introduces the concept of social customer service and highlights the social channels that are most often leveraged for this activity. It provides you with best practices you can follow to create and implement a robust social customer service strategy – and to manage it effectively. It also provides best practices for measuring customer satisfaction with the social customer service they receive, and for training social customer service agents. Finally, you learn how to build, grow, and maintain online support communities.