“Social customer service” and “social customer care” are often used interchangeably. They aren’t the same, though.
Customer service is generally a passive but responsive field. A customer comes to you with a question or issue. You respond. Simple enough, right?
Customer care is about proactively meeting your customers’ needs. In terms of social customer care, that means:
- Having a self-service help center
- Educating customers about your product via social content
- Interacting with customers on a consistent basis (even before they make a purchase)
- Having answers and information on-hand before someone reaches out
- Offering personalized service that goes beyond automated responses
Read the full article: https://sproutsocial.com/insights/social-customer-care/