According to Twitter, in the past two years the number of Tweets directed at leading brands’ customer service usernames has grown by 2.5x and that number is rising exponentially every year (50% to be exact). In the same report, Twitter found that 85% of customers who have a satisfactory social interaction are likely to recommend the brand to others. So, when a customer turns to social to contact you, it’s important to do your best to resolve issues as timely and accurately as possible. However, if your company is doing a great job responding to customers, but you’re still seeing a plethora of angry tweets directed at you, maybe the problem is how you’re handling callers. Social customer service should work in tandem with phone, chat, mobile, web etc. – you shouldn’t have to choose to be good at one thing or another. Continue reading
Tag Archives: social-call-center
Consumers are spending more time than ever on social media, with over 1.5 billion users on Twitter and Facebook combined. Customer service organizations face new hurdles in delivering quality social care and are scrambling to catch up.
Companies that get it right stand out from their competitors and reap the benefits. Those who ignore, run the risk of damaging their brand’s reputation – amongst a global audience. In the call center, social media adoption is expected to grow by 23%, more than any other technology.
Social customer service is a great new opportunity to drive satisfaction, loyalty, and differentiation. Most organizations strive to adopt social media into their contact center, but few get it right.
Social media support is now adopted by more than 85% of organizations according to a recent 2011 TSIA social media survey, up from under 40% in 2007. However, only 14% describe their programs as “mature.”
The explosive growth of social media adoption among 18-34 year olds is a clear indication that it’s a ‘must’ to stay competitive in today’s market.
Use the following list of comprehensive steps as a guide to effectively support your customers through social media.
