Constant Contact uses Social Media to Provide Exceptional Customer Service

Two full-time employees manage Constant Contact's social media support and add value for customers.
June 2, 2011 - PRLog -- When Michael Pace took over customer support for Constant Contact, he pulled two customer support people out of their traditional frontline activities and dedicated them to social media.

In the June issue of "Customer Service Newsletter," Pace tells readers about his decision and the importance of Twitter in the social media mix.

"Twitter is still by far the channel where more support stuff comes in than any other," Pace says, so one of the primary jobs of his two social media support people is to monitor Twitter, for which the company uses Hoot-Suite, a free online monitoring application.

These support people can also "assign work to other parts of the organization," Pace says, "so if we think something needs to go over to marketing, we will assign that tweet to marketing, for instance."

The support people also manage and monitor the company's online customer communities, "so, as we have new people come into the community, we will greet them and try to understand what their interests are," says Pace. "And if somebody posts a question and the community at large can't answer it, then the support rep will step in and try to answer it."

Additional details on Constant Contact's use of social media are in the June issue of "Customer Service Newsletter."

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About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."

Source:Sharon F. Benigson, Customer Service Group
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Tags:Customer, Service, Training, Management, Reps, Motivation, Reward
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