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!

Call Centers Can Increase Effectiveness with Social Media

Call Centers Can Increase Effectiveness with Social Media

Communication between a business and a customer no longer only exists over the phone or in person. Social media started as a way for individuals to connect with friends, family, and like-minded individuals in a common network. As these networks became increasingly popular, businesses found value in joining in the conversations or starting new ones about their products and services within these platforms.

Customers now look to social media for more than just pictures of their friends or kids. Social media users also want to connect with the brands they do business with across all networks. Instagram users enjoy scrolling through curated images of products and locations, while Twitter users enjoy small snippets of current events. A simple visit to any major brand’s page across either of these channels will show that customers use these places to have a one-on-one conversation with the brand.

Social media offers a lot to brands, far more than just a way to communicate with existing and potential customers. Social networks are beneficial because you can get a sense of who your target market is faster and spend less money than by conducting a traditional focus group.

Share New Products Before They Launch

Most businesses look to social media to increase excitement over an upcoming product or service. Using these networks can help the brand field any questions about the new release before it goes to market, making the customer more prepared to purchase on launch date.

A Conversation on Social Media Acts as a Town Hall

More than likely, there are two or more of your customers out there with the same exact question. If one customer asks a question on social media and you answer it publicly, you have just solved another person’s issue without an increase in effort. This saves you time and it also saved your second customer from having to reach out.

Decrease Customer Pain Points

It’s not always easy to locate customer service numbers when you need them. It’s a lot easier for your social media savvy customer to pull up Twitter and ask your brand directly. Reaching out via social media is a far more personal experience and in most cases, the customer will know that a response is coming very soon.

Social Media Conversations are Transparent

For a customer and the brand, a conversation that exists online is open to the public for viewing. Customers will feel like they’re being heard and you can publicly help walk them through their concerns. How you handle this issue will be a public record for your other customers and will also show your commitment to customer success.

How Call Centers Can Increase Effectiveness

A call center can help you respond quickly to customers’ questions and concerns via social media, just like they can over the phone. The agents at Responsive Call Center are rigorously trained in your procedures and protocol, providing you with a seamless brand presence on all platforms of communication. This not only improves customer satisfaction and loyalty, but also saves you time and money.

Whether your brand has an existing social media presence or you’re just starting to dip your toe into the water – it’s time to consider adding customer service via social media to your offerings for your customers. Responsive Call Center can help you do that by responding to social media posts and private messages on behalf of your company, giving your customers the immediate response they are looking for. Contact us today!