You have done the research, and you know the time has come to launch your digital care program. After all, in today’s social media-centric world, it is impossible to stay competitive by exclusively relying on outdated service methods. However, there is more to online customer service than simply expanding phone and web agents’ responsibilities, and the success of your digital customer support team depends on a carefully planned launch. These three tips will ensure you have the right structure, the right tools, and the right people to optimize your company’s digital care program. Create a Dedicated Digital Customer Engagement Team It
Although chat was loved by brands in the past, we believe it’s final days, as it currently exists, are near. To explain why, it’s important to first clearly distinguish how the two are different.
Making the decision to offer social customer service is just the first step. Once you have the right agents in place and you have supplied them with the tools and technology necessary to do their jobs well, turn your focus to empowering the team. The following techniques have been proven effective, making it possible to turn every communication into a positive, memorable consumer experience. Personalize Each Interaction Your agents function as spokespeople for the brand as their posts are made in a public forum. Permit them the opportunity to express their individuality within the boundaries of professional behavior. Social customer
Frost & Sullivan identified customer service as a strategic imperative for brands who want to differentiate themselves from the competition. Consumers have a breadth of options when it comes to buying goods and services, so cutting prices or introducing small tweaks in products often isn’t enough to ensure brand preference. Eighty-nine percent of consumers, according to F&S, switch loyalty because of poor customer service. Because of this reality, more and more brands are placing greater value on front-line customer care teams. As F&S identify, one major prong of a solid customer service strategy is the consistent customer experience across digital
Differentiating factors in the airline industry are few and far between. Though amenities may vary from flight to flight, planes are relatively equal, and they arrive at the same destinations. Many airlines have tried to gain a competitive edge through discounted pricing, and some still base ad campaigns on their low fee structures. However, a vast array of travel sites give bargain-hunters the ability to find rock-bottom fares at the touch of a button, which makes it impossible to consistently win price wars. The only remaining opportunity to set your company apart is through extraordinary customer service. Travelers can be
Social media has created remarkable new methods of networking, giving people all over the world an opportunity to connect effortlessly. Many organizations are meeting the consumer preference for online interactions through the rollout of full-service social media customer care. The next frontier in customer/business communication is the use of messaging tools for service-related discussions. Popular examples include iMessage, Facebook Messenger and the Twitter direct message feature. There are already more than 1.4 billion users sending more than 50 billion messages every day, and that number is expected to grow. In fact, by 2019, researchers expect 25 percent of the world’s
The report highlights new research revealing how companies using messaging to service customers improve employee engagement and increase annual revenue April 13, 2017 (San Francisco) – For customer-obsessed companies focused on engaging consumers effectively, it is quickly becoming apparent that messaging, via SMS, social media and messaging apps, has shifted the way people communicate with brands. Aberdeen Group launched its new report commissioned by leading enterprise mobile and social engagement platform Sparkcentral, highlighting the benefits of using messaging for companies. The report, entitled, “Customer Messaging: Happy Customers, Productive Employees, & Better Financials” reveals that companies using messaging apps achieve a 186
If you’re a marketing or customer service professional, chances are you’ve heard of Jay Baer. Jay is the author of Hug Your Haters, one of the first modern customer service books that explains why brands, and marketers specifically, must care about social customer service. This book is getting a lot of love from social media influencers like Gary Vaynerchuk and Guy Kawasaki. “Customer service is the new marketing. You need to buy this book if you care about your customers and your business.” -Gary Vaynerchuk, author of Jab, Jab, Jab, Right Hook “Hug Your Haters is a landmark book in the
The rise of social media has blurred the edges between customer service and marketing, creating gray areas in which resolution of individual customer questions and concerns takes place in a public forum. Once upon a time, dissatisfied customers might share their experiences with a few friends by word of mouth. Today, consumer feedback — and your responses — are accessible to thousands of current and potential clients. New Trends in Consumer Expectations Avoiding this public forum is no longer an option for companies that want to differentiate themselves from the competition. Customers are rapidly developing an expectation that their needs
Evaluating Your Teams Alignment If you find yourself wondering how marketing and customer service can align on social media and digital messaging channels then you’ve come to the right the place. Maybe you’re not sure which department social care agents belong in? Or, which metrics matter to different teams on social? Perhaps you’re even wondering if these teams should be using different tools? Finding the right structure and balance between CS and marketing on digital channels can be challenging in the beginning, but it doesn’t have to be. Getting these two teams to work together effectively will lead to outstanding results for both teams, such
In the early days of social customer care, agents used basic search functions to seek out and respond to customer comments. Today’s social customer service agent software is far more advanced, creating efficient methods of identifying social media posts in need of attention and routing them to the agents best suited to handle the issue. The importance of such tools is magnified in the airline industry, where a single negative customer experience can result in weeks of disrupted sales. Airlines inspire more social media users to post than other industries, and passenger remarks frequently center on a frustrating or disappointing travel
Bots and Artificial Intelligence are trending topics and it seems everyone wants to have one, but what does embarking on this technology journey really mean? Some brands have already begun using bots & artificial intelligence to help them improve their customer service efforts, while others are trying to decide if it’s a fad or a sustained competitive advantage. With the rising excitement and hype surrounding these topics, I thought it would be fun to address a few myths that foster skepticism and increase confusion. In this post, I’ll debunk 3 common misconceptions I hear about bots & artificial intelligence (AI).
Call centers have taken over most customer issue resolution work for medium and large companies. For many consumers, their entire experience with a brand is the customer care agent on the other end of the phone. Unfortunately, call center agents have one of the highest turnover rates in any industry, which means many customers rely on inexperienced company representatives to resolve their concerns. The trend towards social customer service is a game changer for organizations that fully commit to this customer support platform. Research shows that agents dedicated exclusively to social customer care report higher levels of job satisfaction and
Is Your Social Media Customer Service Strategy Yielding ROI? The trend towards social customer service doesn’t show any signs of slowing, and thought leaders are developing their social customer support platforms now. Those that fail to adapt to consumers’ preferred issue resolution methods run the risk of losing market share to the competition. Making the transition requires an initial investment, and smart leaders expect demonstration of a return on that investment. Organizations can measure success and calculate the value of their social customer service strategy through analysis of several common business metrics. Improved Customer Loyalty and Increased Customer Spend By
Social media customer service is rapidly gaining popularity thanks to today’s technology-driven lifestyle. Mobile devices make it easy for consumers to connect with your company’s social media pages anytime, anywhere, and a majority of them use this channel for customer issue resolution. In fact, a recent study by JD Power & Associates determined that 67 percent of consumers have used a company’s social media site for servicing versus just 33 percent who visited for social marketing purposes. Forward-thinking companies are leveraging this trend to create a reputation for superior customer care, giving them an edge over the competition. Organizations that
Social media isn’t just for marketing anymore. In fact, once customers are engaged with your Facebook page or your Twitter feed, the real work begins. New research shows that social media is becoming the preferred method of resolving customer service issues. Now, only 33 percent of consumers are using a company’s social media sites for social marketing compared to the 67 percent of consumers that are using a company’s social media site for servicing. The next steps are clear: The time has come to invest in a comprehensive social media customer service platform. Transforming Social Media Engagement to Social Customer Service Historically,