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Managing Customer Care with Social Media
The document discusses the importance of managing customer care through social media and how it allows companies to interact meaningfully with customers, gather feedback, and enhance relationships. It emphasizes training agents to communicate effectively on various platforms and suggests proactive approaches to handle service issues. By integrating social media into the customer experience, businesses can improve service standards and expand their client base.
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Managing Customer Care with Social Media
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- 2. Managing Customer Care With Social Media www.liveconx.com With the widespread adop.on of social media usage, it’s important to be where your customers are. Using social media and Customer Rela.onship Management (CRM) enables you to truly listen to your customers. Customers want to work with companies that care and listen to them.
- 3. Managing Customer Care With Social Media www.liveconx.com WHY EMBRACING SOCIAL MEDIA IS IMPORTANT Social media is about interac1ng with customers, prospects and even employees -‐ allowing for valuable insights, solidifying rela1onships, and cul1va1ng customer advocates. Rather than using social media as a single-‐point solu4on, use it for: A resource for data. Building relationships with customers. A feedback loop for product improvements. Investing in social media can allow you to break through the noise and offer customers a reason to reach out to you. Design experiences that deliver value for a customer’s time, attention, endorsement and data.
- 4. Managing Customer Care With Social Media www.liveconx.com INTERACT IN MEANINGFUL WAYS 55% of consumers expect companies to provide customer service through social media 55% 46% have used social media to vent their frustration when companies failed to meet their needs 46%
- 5. Managing Customer Care With Social Media www.liveconx.com INTERACT IN MEANINGFUL WAYS PREPARING SOFT SKILLS Agents are able to connect with customers on an emotional level both on the phones and in social media. PERSONALIZING CUSTOMER ENGAGEMENT Send personalized greetings, inform them of event-specific discounts, post Instagram photos of new products on Facebook and use Twitter to direct messages to consumers. TAKE ADVANTAGE OF SOCIAL PROOF Use your existing client base or customer reviews to develop a greater reputation, encouraging potential customers to give the business a chance.
- 6. Managing Customer Care With Social Media www.liveconx.com USE SOCIAL MEDIA TO IMPROVE STANDARDS OF SERVICE BROADCAST COMMON PROBLEMS OR FREQUENTLY ASKED QUESTIONS Sharing answers to common issues and FAQs can help lighten your agents' loads. PUT A "FACE" AND "VOICE" WITH YOUR BRAND Customer interaction on social media is a great way to develop your brand's unique voice and create a presence customers know and trust. VALUABLE INSIGHTS AND SPOTTING TRENDS Social media insights can provide valuable information about problems that need attention within your business as a whole. VALUABLE INSIGHTS AND SPOTTING TRENDS
- 7. Managing Customer Care With Social Media www.liveconx.com HOW SMALL BUSINESSES ARE USING SOCIAL MEDIA STRATEGICALLY ALREADY INTEGRATED STRATEGIC USERS AD HOC USERS 24% CRM/CONTACT MANAGER 38% MARKETING 39% 49% 24% 40% SALES 24% 43% Customer Service /Support 8% 28% PRODUCT DEVELOPMENT 38% 43% COMPANY WEB SITE 10% 24% HUMAN RESOURCES
- 8. Managing Customer Care With Social Media www.liveconx.com 5 SMART SOCIAL MEDIA STRATEGIES Sometimes social media isn't well suited to a particular inquiry. A 140-character Twitter post won't leave room to solve a complex problem. Escalating that issue to the call centre may be required. Information gathered by social media can help telephone agents or resolve complex problems should escalation be required. Use the Right Channel, for the Right Issue 1 Social media has no business hours. Make sure it’s monitored 24-7 or provides times when it is monitored. Social media operates at lightning speed, just like the rest of the Internet. "Customers are 150% more likely to turnover if they feel ignored on social channels." There’s No Such Thing as a Hold 2 Fully train your agents on how to effectively communicate on each social network. Focus on Training 3 A proactive approach to service issues goes a long way toward soothing upset customers. Use Social for Proac4ve Outbound Communica4on 4 Use Smart Tools 5
- 9. Managing Customer Care With Social Media www.liveconx.com Use a smart social media monitoring tool to help track of who's twee4ng what about your brand and put out fires before they become infernos. By integrating social media into every aspect of the customer experience, you can enhance relationships with your current customers and significantly expand your client base.
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