Social Care
What is Social Care?
Monitor and escalate social posts from Facebook, Twitter, LinkedIn, YouTube, and more to the contact center. Social care is the practice of handling customer service requests that arrive through public social media channels.
Customers often raise questions and complaints on public social networks, sometimes before trying any other channel. Social care brings these posts and direct messages into the contact center so trained agents can respond. Monitoring tools find relevant posts, including mentions that do not tag the company directly, and route them to a queue alongside other work. Agents can then move a conversation from a public thread to a private channel when account details are needed.
Social care matters because responses are visible to many people, not just the customer involved. Slow or poor replies can amplify a problem, while helpful ones show other customers how issues are handled. Teams typically measure response time, resolution rate, sentiment and escalation volume, and set clear guidelines on tone, privacy and when to take a conversation offline.
Related: Social messages / social channels, Customer sentiment, Omnichannel contact center.