Do you want to interact with your customers through social networks? Today is your day! Were hosting a discussion in our forums focused on how to provide great support through social media.
[Update: April 17th has come and gone… but don’t fret! The tips and discussion are still alive and well in our forums].
Throughout the day, I’ll post suggestions about how to build a social media support strategy, discover what your customers are saying, and decide when and how to engage them. But this is a two-way street: I welcome your tips and ideas on subject like when to reply publicly vs offline and which channels your customers prefer.
The discussion is already underway; we kicked it off with Getting Started. Here are some highlights:
- Learn where your customers are
- Find out what your customers are saying
- Decide what needs a response
- Create a social media support plan
Head over to the forums for more details and tips, and to join the conversation.
This discussion continues our CSM Spotlight series: a monthly discussion in our forums about a specific topic. Hosted by a Zendesk Customer Success Manager, each day-long discussion will include Zendesk-posted content as well as tips and ideas from our customer community.
The next CSM Spotlight is scheduled for May 22: How Zendesk uses Zendesk for support. Mark your calendar!