For eBusiness & Channel Strategy Professionals

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	May 10, 2010 How To Create A Social Customer Service Strategy Applying The POST Methodology To Online Customer Service by Diane Clarkson with Carrie Johnson, Elizabeth Stark, Brendan McGowan	Average: 6  (5 ratings)

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Executive Summary

Social customer service can provide support to customers before, during, or after their purchases. While customer adoption of social customer service is nascent, satisfaction levels are high. eBusiness professionals are looking to social customer service to improve customer satisfaction and achieve goals including deflecting support calls, reducing problem resolution times, and improving knowledge bases. To determine if social customer service is right for your organization, we recommend four steps, which are summarized in our people, objectives, strategy, and technology (POST) methodology.

TABLE OF CONTENTS

• Social Customer Service Has Many Forms
• Apply POST To Determine If Social Customer Service Is Right For Your eBusiness

RECOMMENDATIONS

• A Holistic Approach To Social Customer Service Will Help Avoid Pitfalls
• Supplemental Material
• Related Research Documents

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