CCSP Digital Customer Service Channels

Question 1

What is social media customer service?

Accepted Answer

Providing customer support through social media platforms

Answer

Using social media for advertising only

Answer

Personal social media use by employees

Answer

Posting company news on social media

Question 2

Why is response time particularly critical on social media?

Accepted Answer

Social media interactions are public and visible to other customers and prospects

Answer

Social media platforms charge by response time

Answer

Slow responses cause account suspension

Answer

Response time doesn't matter on social media

Question 3

What is a self-service portal in customer support?

Accepted Answer

An online platform where customers can find answers and resolve issues independently

Answer

A physical kiosk in a retail store

Answer

An employee-only internal website

Answer

A payment processing system

Question 4

What is the benefit of offering video support?

Accepted Answer

It enables visual demonstrations and more personal connections for complex issues

Answer

It is always cheaper than phone support

Answer

It eliminates the need for written documentation

Answer

It replaces all other support channels

Question 5

What is proactive customer service?

Accepted Answer

Reaching out to customers before they experience or report a problem

Answer

Waiting for customers to contact you with issues

Answer

Only responding when complaints are made publicly

Answer

Sending promotional emails to customers

Question 6

How should a company manage customer service across multiple digital channels?

Accepted Answer

With a unified platform that provides consistent experience and shared customer context

Answer

By using completely separate systems for each channel

Answer

By directing all customers to one channel only

Answer

By outsourcing each channel to a different provider