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5 tips to support your brand via social media monitoring

Social media is an integral part of communication for today’s customers. They share opinions on products, services and the enterprises they do business with on social sites. They create reviews and posts that can influence thousands of other potential customers. When your contact center monitors your enterprise’s social mentions, it can help you manage the discussion and protect your brand. Here are 5 tips to consider for your social media monitoring program.

1. Listen to what your customers are saying on social media.

 

2. Respond quickly.

 

3. Create processes specific to management of customer service on social media.

 

4. Provide personalized responses.

 

5. Bridge the gap between social media and traditional channels with your Customer Relationship Management (CRM) system.

 

Social Media Customer Care can be complex, but is necessary. About 47 percent of consumers ages 18-34 have complained on social media about a brand’s customer service, according to Microsoft. That compares to 29 percent across all age groups and 12 percent of consumers ages 55-plus. With a structured approach and a focus on key brand elements, organizations can establish a comprehensive channel monitoring strategy and consistently deliver an exceptional experience to their loyal customers.

 


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Categories: Best PracticesBest Practices Series BlogGlobal Response BlogSocial Media