It employed to become that consumer issues were amongst your get in touch with center and a customer; a one-to-one connection using a relatively private exchange. When the buyer was satisfied within the finish, everybody walked away content. If they weren’t, they might have complained to some pals.
In today’s world, Free Social Media Management has changed the game. Now, any complaints are posted to your wall, Tweeted about, or develop into blogged content for your whole community to see, and you are anticipated to address it quickly!
Now that the world is watching, you could believe this indicates you’ve lost manage of the social media customer service, but that is not true. There’s a strategic and proactive technique to go about it in which you still look just like the hero, retain a favorable brand image, and improve client satisfaction. There was a recent story about a lady who finally got her pizza delivered, after obtaining to wait an exceptionally lengthy time. She opened it to seek out the incorrect pizza. As opposed to calling the neighborhood pizza chain, she Tweeted about it. Luckily, this savvy shop manager saw the Tweet, and speedily reTweeted his apologies, using a note that a brand new pizza was around the way.
He turned a disgruntled client into a brand advocate, and prevented any prospective backlash from a poor experience gone viral.
It is possible to also use social media for service companies as a platform for valuable industry study. Your fans put on their hearts on their sleeves, so use this to your advantage! Do not haphazardly post about what you happen to be undertaking this weekend (unless you are a residence improvement retailer!) or who your favored team is (unless you sell sporting goods). Discover what tends to make consumers tick, what influences their purchasing behaviors (but do not ask it that way) and dig for deep insights that you simply can use in future promoting campaigns.
Think also about how this method has moved from get in touch with centers for the social space. You might nonetheless sometimes hear a contact center customer service representative ask if you’d prefer to participate in a quick survey right after your concern is resolved. That is certainly their way of collecting information while they have a captive audience – or a minimum of a caller who is passionate adequate to engage. Now, social media customer support opens the dialogue, which suggests wide open opportunities to study extra about your consumers.
With all eyes on your fan pages, make certain you have got a social media customer service group who is proactively and reactively maintaining your brand image, and capitalizing on key moments to create conversations together with your current and future shoppers.