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 is the first of 5 tips to consider for your social media monitoring program.
Tip 1. Listen to what your customers are saying through social media
- Match your social media management platform to monitor the sites that fit your brand best, such as Facebook and Twitter. Align with where your customers are talking about your brand.
- Configure your team based on volume. Determine the effort required to adequately monitor customer service in average and peak times.
- Start with traditional brand training for your moderators then provide additional training on tools and procedures needed to respond on social media.
These fascinating social media tactics that can help your business grow
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.