Social media is fast becoming the customer’s service channel of choice. However, for many organizations, their social customer care offering has grown organically and is managed in an ad hoc way.

Whilst this can work in the short term, it poses significant risks to organizations and does not allow servicing to scale effectively and for organizations to recognize genuine business results from their efforts.

If you think that your social media customer service might need some improvement, take our simple maturity test and we will contact you to arrange a free consultation to discuss our recommendations for you (or, if you prefer, we can send you a simple report with suggestions on how you can improve). The test should take about 5 minutes. Please answer Yes or No to the following statements.

We have a strategic vision and defined objectives for our social media servicing activity that aligns to our business goals

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* 1. We have a strategic vision and defined objectives for our social media servicing activity that aligns to our business goals

We have cross-functional support for our social media servicing strategy

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* 2. We have cross-functional support for our social media servicing strategy

We have dedicated budget and resource to deliver against our strategy

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* 3. We have dedicated budget and resource to deliver against our strategy

We have a clear roadmap to deliver against our strategy

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* 4. We have a clear roadmap to deliver against our strategy

We have a standardised process for recruiting, training and assessing the quality of our social servicing agents

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* 5. We have a standardised process for recruiting, training and assessing the quality of our social servicing agents

We provide end-to-end servicing through social

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* 6. We provide end-to-end servicing through social

We have agreed SLAs for initial contact and final resolution across all internal departments

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* 7. We have agreed SLAs for initial contact and final resolution across all internal departments

We have social media servicing operating hours that match customer demand

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* 8. We have social media servicing operating hours that match customer demand

We can pre-empt customer issues and provide proactive support to reduce servicing load

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* 9. We can pre-empt customer issues and provide proactive support to reduce servicing load

We have the ability to model volumes and scale effectively

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* 10. We have the ability to model volumes and scale effectively

We have well-defined triage and workflow processes

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* 11. We have well-defined triage and workflow processes

We use a specialist social media management tool for our service interactions

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* 12. We use a specialist social media management tool for our service interactions

We have social media crisis identification and management protocols that we test in simulation scenarios

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* 13. We have social media crisis identification and management protocols that we test in simulation scenarios

We can integrate social customer data into our CRM

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* 14. We can integrate social customer data into our CRM

We have simple, clear metrics and MI that show the benefits of social media servicing

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* 15. We have simple, clear metrics and MI that show the benefits of social media servicing

We have social media dashboards so that everyone in the business can see the impact of our activity

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* 16. We have social media dashboards so that everyone in the business can see the impact of our activity

We feed actionable customer insights from our servicing engagements back into the organisation

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* 17. We feed actionable customer insights from our servicing engagements back into the organisation

Please provide more information if you wish

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* 18. Please provide more information if you wish

About you

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* 19. About you

Thankyou for completing the assessment, we will be in touch shortly with your personalised recommendations.

BrightCultures are the experts in creating social customer engagement excellence. We can help you design an end-to-end social customer service and engagement solution that protects and enhances your brand and provides a great experience for your customers. We will ensure you setup correctly, scale efficiently and feed actionable customer insights back to your business.


BrightCultures Ltd, 7 Kings Road, Southwick, West Sussex, BN42 4RJ
Registered in England & Wales, Company Number: 9330656

“The partnership with BrightCultures and our team on our social strategy has been fantastic. Matching Danielle and Caz with our internal delivery team and our leadership has really worked for us. I love the way they work, and they have helped us deliver some great things, so thank you.” Gary Jenkins: Vice President – Comms, Large UK Credit Card Company

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