So far in our blog series on social media monitoring in the call center, we focused on Tip 1 – Listening to your customers on social media, and Tip 2 – Responding quickly.
Tip 3, which follows, is to create processes that will guide Brand Specialists on when and how to respond to customers on social media.
Tip 3. Create processes specific to management of customer service on social media
- Create a process that outlines the types of comments that you will:
- Respond to publicly
- Take offline with a direct message to respond within an alternate channel
- Determine require no intervention
- Provide a flow-chart-based reference guide that clearly shows Brand Specialists how to process each type of post.
Develop an easy flowing management system with monitoring your social media process
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 strategy and consistently deliver an exceptional experience to their loyal customers.
See Tip 4 in tomorrow’s blog: Personalize Your Brand via Social Media Support For Monitoring