RightNow® Technologies has published a practical guide to social media designed to help businesses incorporate social media into their customer experience strategy.
The guide, “Customer Service Meets Social Media” looks at the differences between the social web and traditional communications channels, how the social web can be used to improve customer interactions and support, and offers a list of best practices to follow when integrating this new channel into the contact centre.
According to Brett Waters, vice president Asia Pacific, South, RightNow Technologies, many organizations are now asking themselves how they can incorporate social media into their existing customer communication strategies.
“The aim of this guide is to… provide tangible advice about social web interaction best practices in the context of delivering superb customer experiences.”
The guide is available for download at: http://www.rightnow.com/resource-wp-social-contact-center.php.
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