Over the past year there’s been a lot of growth in the social media customer service area. If you haven’t been thinking about it yet, you should! Turning your social media presence into true customer focused content and services mean making your customer service there just as robust as it would be at your hotline phone number. I’ve been working on a consulting project to integrate a customer’s social media teams – from marcomm to call center – to do just this.
There are a number of tools on the market you can use to coordinate, answer and report on customer inquiries in the social media space. We’ve seen groups like Salesforce buying up desk.com to add to its existing Service Cloud while leaders like Zendesk continue to do great work. If you’re looking to do more advocate style communities think about Lithium and if you’re headed to China SNS then check out CIC‘s beta of IWOM Cooperator.
Download the full chart for pricing and feature details we’ve done or get in touch for more information on how to set up your social service program: taura.edgar@digitaldevotee.com
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| Summary | |
| Zendesk | Leader in social media customer service arena with long history and robust tools for enterprise clients. |
| Desk | Strong social media customer service player best for small to medium clients with limited integration to other Salesforce tools. |
| Service Cloud | Enterprise level customer servicing tool that integrates with all other Salesforce tools for optimizing sales leads.Note: Their structure makes it hard to buy bundled services smoothly. Expect long sales/implementation periods with many extra costs. |
| Lithium | Experienced community building platform with usual servicing tools plus advanced community advocacy / support tools. |
| IWOM Cooperator (beta) | Established monitoring group in China added social servicing tool with Fortune 500 clients trialling. Tool also allows publishing to multiple accounts. Major update to functionality scheduled for Jan 2013 |
