The use of social platforms as a way of providing customer service isn’t always easy. An effective customer service team uses community management skills to juggle a stream of online interaction – ensuring they make best use of time and resources to prioritise the right conversations in a busy online environment. Which issues are most important? Where should we spend our time? Who needs our help the most?
So, to make this task a little less overwhelming, we’ve developed a customer behaviour matrix to help make sense of it all.
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Here’s the customer behaviour matrix itself:
What do you think? Is there anything you’d change or do differently? Do you use other mechanisms to manage online customer service?