Social Media Platforms: Facebook, Snapchat, Instagram, Twitter, Metrics: How many followers, How many likes, How far shares/retweets have went, Audience type, Customer Comments, Chatbot messages , Strategies: Picking the right social media platform, Review the strategy on a regular basis, SMART goals, Check what competitors are doing, Pick a metric that suits your customer, Monitor social media for keywords, Responding to Customers: Always thank them even if they are complaining, Comments, Complaints, Feedback, Questions, Take on board what they say, Always try to solve the problem, Never over promise, Cyber Security: Human error, Phishing attack, Malware attacks and hacks, Give employees cyber security training, Ensure anti-virus software is on the computer and updated regularly, Educate employees on Cyber Security threats, Implement multi-authentication log ins, Issue each member of staff with log in and passwords for computers, Business Objectives: Grow the Business, Increase Customer Satisfaction, Make a profit, Survival,

Customer Service - Social Media Unit 1 Revision

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