CSM spotlight: how to provide great support through social media

April 17, 2014

Do you want to interact with your customers through social networks? Today is your day! We’re 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!