Social Media as a Service Channel Playbook
Social media is quickly becoming a frontline service channel. Download the playbook to see how to structure your team, define ownership, and respond in real time so you can reduce call volume, improve response times, and build trust at scale.
By downloading the playbook, you will get:
- A repeatable response model to handle customer questions quickly and consistently
- Practical approaches for routing, escalation, and integrating social into existing service workflows
- Strategies for using social listening and proactive posts to reduce avoidable incoming demand
- Key metrics to measure impact, including response time, resolution, and call deflection
Read more about How Utilities Are Using Social Media to Engage Customers Beyond Outages on the Chartwell Blog.
