Support Your Brand’s Social Efforts in 2018

Support Your Brand's Social Efforts in 2018

Handling customer satisfaction through social media platforms was an idea that many people could not comprehend less than 10 years ago. A few years ago, it may have been questionable whether social media could be a way to take care of customers or market products. Today, social media is used more and more to address consumers’ questions and concerns, therefore, it is advisable to review the various platforms and how they can benefit your business.

Social Customer Efforts are evolving

While some customers still prefer face-to-face or over the phone interaction, many consumers turn to social media as their first choice when contacting a company they do business with. Most people will expect a reply to their social media comment or question within a day or even hours. Managing customer satisfaction on a social media platform is difficult as it is there for everyone to see, at any time. Transparency and professionalism are the most important features when responding to customers.

Social media platforms allow consumers to speak and be heard by many. They can easily post on your social channel whenever they have a question or concern, and expect to be heard. It has been found that businesses who treat these interactions with their customers with respect and address their concerns promptly, benefit greatly.

Responsive Call Center is the Answer

As more businesses turn to technology to handle their social interactions, it is clear that robotic responses will not survive. The modern consumer prefers organic interactions. Scripts and robotic responses are not acceptable to today’s consumers; they prefer to interact with someone who is “listening” to them and is capable of offering a reasonable solution.

The representative needs to have an understanding of the brand and their goals in order to be effective. Here are some other skills an effective agent can demonstrate:

  • • The ability to make good decisions on the spot
  • • The ability to cope with tough interactions professionally
  • • Excellent writing skills
  • • Appropriate sense of humor
  • • The ability to handle technology and stay up to date with the latest features of the social platforms
  • • Show empathy when appropriate

Once the foundation has been laid, ongoing training should be required of all agents to make sure everyone is comfortable with the ever-evolving social platforms.

Companies are using various social platforms to interact with consumers, therefore, every business needs to keep up with social media strategies and train agents to quickly respond to the demands of customer social interactions.

If your business needs assistance maintaining your social media efforts, contact Responsive Call Center today – it’s all in our name. We are here to help!

The Quality Assurance Challenge: Meeting Your Quality Assurance Needs

The Quality Assurance Challenge: Meeting Your Quality Assurance Needs

Successful businesses are driven by great customer service. If a client is satisfied or has a positive customer experience, he will work with this business again in the future, and he will also inform his peers about it. One way to achieve quality customer service is the quality assurance challenge. With this approach you guarantee that your clients are receiving quality service.

There are a few important steps that you need to take in order to meet your quality assurance needs. In this blog, we provide you with important factors that will make you excel at the quality assurance challenge.

  • • Transparency

    Transparency is a key component in meeting your quality assurance needs. Each interaction with the customer needs to be as honest as possible. Doing so, you can avoid misunderstandings and your clients will be happy to recommend you to others. Keep expectations simple and clear, so that your clients will understand exactly what you are capable of delivering and that you are doing your best to fulfill your promises.

  • • Ensuring Customer Satisfaction

    Great customer satisfaction requires you to place yourself in your clients’ position. In order to meet your quality assurance needs, you need to master customer satisfaction. One way to test this is to call your company pretending to be a client or prospect.  Were you pleased with the way your employees answered the call? Were all of your questions answered? Did your employees treat you well? If your answer is yes to every question, your chances of succeeding at the quality assurance challenge improve.

  • • Responsiveness

    Responsiveness is one of the key factors that will guarantee a successful business. Your client’s issues and concerns must be addressed quickly and efficiently every time. Even if you are unable to offer a solution to a customer’s issue immediately, they will appreciate that their concerns are being heard.

  • • Consistency

    Being consistent is an important aspect of meeting your quality assurance needs. It involves respecting everything that was mentioned above and performing proficiently on each interaction with the customer. Many businesses lose clients because over time they fail at providing consistent quality service to their older clients and shift their focus on newer clients. Staying consistent and doing a good job will always lead to great customer experience and business growth.

Experimenting with different call handling flows and comparing the results can help you find the most successful strategy. Try using a different approach each day and compare the results. Once you identify what makes a satisfied client, be consistent and use it in everything that you do. When you identify something that does not work, make a note and eliminate this from your process moving forward.

There are many ways to improve your customer service experience, as long as you have a team of specialists working together. Since your quality assurance team are facing different challenges every day, they know what works best, and they are a key in succeeding in your quality assurance challenge.

Responsive Call Center can help meet your quality assurance needs, no matter the size or industry of your business. Call Responsive Call Center today to learn more about how we can assist you.