Cultural Change through Customer Service & Support via Social Media

Many companies, not only in the tourism sector, go through a cultural change these days, encouraging their employees as well as clients to engage on new media platforms as Facebook, Google+ and Twitter. This period is already ongoing for quite a while, however, it seems a lot of businesses do struggle with sticking to their decisions made and taking the change process to the next level.

The Customer Service and Support via Social Media and new media platforms can be seen as the beginning of a cultural change process which effects entire business operations as well as each and every employee. I would like to sum up these important steps and give reasons, why this process is so protracted and rather difficult, especially within big businesses and groups.

Step 1: Integrating the Customer Support via Social Media and creating workflows

Having introduced Social Media Support to all your platforms and channels the community learns that support is given not just through e-mail, telephone or mail, but also through new media and mostly quite quicker than on all other channels. As daily requests rise, the support process within your company needs to be optimized in security, quality and speed. Requests need to be placed right at the center of knowledge for every single topic. A structured map can help to visualize every step of a workflow to make sure all topics that might occure are covered.

Tweet...

Yesterday I had the fabulous idea to do something new. So I signed up at Twitter!

It is a very simple process, however I still don't know what it will give me. I am curious. So far I have added some tourism businesses that I follow, like here on blog-spot. I am able to see their tweets and can retweet (that is what sending messages is called on Twitter). Personally, I have a feeling that Twitter is mostly used by businesses to advertise products or special offers within the capacity of 3 text lines. But I also think that Chuck Norris seems to be the favorite topic of all Twitter users. What I noticed is that Google is very active in giving tips and inside infos on how to use their products as well as using certain applications to increase productivity and usability.

I think that for online marketing purposes and business relations it might be a good tool to stay updated, also in terms of competition. But if you don't have any friends or business partners it can get very lonely on Twitter. So I will find out and keep you updated on my Twitter experience. 

By the way...follow me and join ;) 

Join Jule Sass on Twitter!