Social media has become part of everyday life, from humble beginnings to the powerhouse that it is today. It has empowered consumers with a vast array of tools to contact, discuss, research and interact with the brands they are passionate about. Social media can be incredibly powerful: but do you know how to leverage the impact social media has on your business?
You know that the holy grail of social service channels is an engaged community, where customers help one another as much as you help them. You know that this has immediate value for your brand, your business, and the customers themselves — and you don’t know where to start.
Love it or hate it, your customers are talking and complaining about you online, and when social media is opened up as a valid customer service option, businesses find that their customers will naturally turn to these channels as an escalation point. This isn’t anything to be afraid of. These complaints give you an unbeatable opportunity to save customers before they move to a competitor – and to create vocal advocates of your product or service.
Not so long ago, the art of conversation involved simply mastering your words and manners while in the same room as someone else. Then the contact center arrived, and skills mastered in the face-to-face world transformed to rely on voice alone. Now, the digital age is driving us to even greater evolution.
Customers increasingly want to engage with businesses through channels beyond the traditional call centre or retail environment. Given that there is an increasing proportion of non-voice customer interactions, and this trend is expected to continue, is your business ready for this evolution?
Interacting with your customers across several channels has become common nowadays. Once upon a time, we may have assumed that customers would interact with us either in-store, on the phone, or online, and that we didn’t necessarily need to be too concerned about the customer experience being seamless across all channels. Time has proven this assumption wrong.