If You Build It, Will They Come? Customers considering the roll out of a customer support community are often concerned if their investment will pay off by deflecting contacts and increasing customer satisfaction. Here are some tips to ensure you see value and to make your community a
Here are 3 reasons why your social customer care programs might not deliver results:
1. Different teams use different tools
When you have multiple social media accounts on multiple social networks, customer-service related issues can come from anywhere. If you’re still managing things natively, you’ll miss these conversations entirely. If your company uses multiple disparate tools, things will fall through the cracks. It’s critical to get the right customer issues to the right team, which means you’ll need multiple departments working in the same environment. 2015 is a good time to upgrade to fuller, more comprehensive software solutions.
2. Your approval processes are not optimized
Depending on the industry and sensitivity of a message, up to dozen different departments can be involved. You need to find a way to optimize your approval process so that if there’s a crisis, it doesn’t take you days to form a response. I recommend creating custom approval paths through a social management system that can map to your existing processes. If your legal team needs to see something, for example, they’ll get notifications within the platform and via email. This eliminates the need for word documents and spreadsheets. It also keeps messages in one environment, which will streamline and speed-up internal communication. And it provides detailed history and governance compliance.
This was originally published as a guest post on Shep Hyken's customer service blog. There are only two ways to make a profit in business. One way is to increase sales. The other is to reduce costs. Companies have relied on technology to reeduce one of the most expensive costs in any business –…
Retailers failing to prioritise the importance of the customer journey in their quest to build consumer loyalty risk giving their competitors an advantage. That’s the message from retail technology specialist K3 CRM, at a time when figures...
You see a customer heading your way to complain. Or maybe they’ve already submitted feedback and checked the “please follow up” box on the form. Or maybe your employees have warned you about the person who has complained to them already and is bringing her concerns up the chain.
In any case, you think you have the right customer service listening skills to truly hear her out. So you square your shoulders, practice your best “I’m truly concerned” face and prepare yourself to stay calm while hearing a rant.
And you are already doing it all wrong. Listening to customers – or employees for that matter – can be challenging. They often don’t know the reason things have to work the way they do. They often complain about things you can’t change. They sometimes have already decided to just tell you a long, drawn-out story about why they will never deal with your organization again!
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