Worksheetswhat is social customer service?
Total questions: 15
Worksheet time: 8mins
Which is NOT a benefit of social customer service?
build loyalty
drive brand awareness
mixed brand messages
humanize brand
Companies that use social customer service see a ______% increase in financial gains.
7.5
2.9
5.4
3.7
Which is NOT a financial gain?
savings
increased sales
word of mouth
less returns
The cost of a call center interaction is $_____.
$6.00
$4.00
$1.00
$5.00
The cost of a social service interaction is $______.
$6.00
$1.00
$2.00
$3.00
What % of customers expect a response w/in 24 hours after posting on Social Media?
55%
75%
84%
89%
On Twitter, customers expect a response in _____ hours. ( positive or negative)
48
24
12
72
The company representative from __________________ explains the company's SLA in the video.
Jet Blue
Burberry
Luby's
Macy's
Why is developing community guidelines or “house rules” important?
to control your audience
to stop others from being a voice for your brand
to let your community know how they will interact civilly within your channels
To convince community members the importance of engaging with the brand via social media
How much of a buyer journey is digital?
45%
67%
72%
77%
The first step in creating rapport is _________________.
providing value
social listening
analyze customer persona
gain as many followers as possible
Which of the following is NOT an example of adding value
adding a sales pitch
commenting
giving tips
providing information
How can monitoring social media inform your product and sales team?
Your competitors social media campaign can be copied to your brand
Your team can explain why a product was built a certain way
You can start to contact customers for upsales and add ons
customer feedback assists to solve customer queries
Humanizing you brand gives you a competitive edge because people like making connections & like to invest time /money in people like them.
False
True
Canned messages are a good idea for reaching a wide range of prospects on Social media.
False
True
Not Sure
