managing customer care with social media

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MANAGING CUSTOMER CARE with SOCIAL MEDIA

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MANAGING CUSTOMER CARE

with

SOCIAL MEDIA

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.    

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.

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%

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.

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  

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  

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  

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.

1  (800)  267-­‐9132

www.liveconx.com