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Tips for Developing Effective Social Customer Support - Fusion BPO Services - ContactCenterWorld.com Blog

Tips for Developing Effective Social Customer Support

 

Creating a social customer strategy is always a good idea in the digital world of today. Most experts would say that it is even critical to the survival and prosperity of the brand. According to recent research, 40% of consumers use social media for customer support and it results in higher customer satisfaction and loyalty, according to 61% and 58% survey respondents.

However, the shocking part is that many organizations are not doing enough to keep up with consumers on social media to engage them.  The research study, conducted by the International Customer Management Institute (ICMI) and Five9, shows over 68% of businesses recognize social media as a necessary service channel, however, 60% do not support social customer care formally because they do not feel that they have the right tools or resources.

It is high time companies take proactive steps to provide social customer support or risk losing customers to the competition. How to develop an effective social customer support program? Here are the top three best practices a company can easily develop:

  1. Personalized Customer Service

It is common for customers to use multiple communication channels to resolve a single issue. Therefore, companies need to be sure they are optimizing customer engagement at every stage of the customer journey. Doing so involves creating a complete customer profile, identifying their pain points, values, behaviors, channel preferences, etc.; As well as analyzing every interaction agents have with customers across multiple channels.

Doing so will ensure that your customers get a prompt answer to their queries via their channel of choice. It will give the impression of personalized attention to each customer and increase customer satisfaction.

  1. Dedicated Resources to Social Customer Service

In the fast-paced digital landscape of recent times, customers expect real-time support from companies. However, many organizations are increasingly falling short of customer expectations. According to a study, 80% of social media responses took an average of 12 hours, compared to an average wait time of just 56 seconds over the phone.

To cater to the needs of the connected customer, organizations should dedicate specific resources to each channel, and social media is no exception. They need to allocate trained customer service agents to handle requests specific to each channel. This process will eventually provide a better service experience for customers.

  1. Investing in Agent Performance Improvements

To continually grow and manage a team of agents, managers and supervisors should offer ongoing training opportunities, which can make agents feel satisfied with their jobs and keep them committed to their customers.  Now, the question remains: How can an organization achieve this?

There are a variety of ways to improve agent performance on a continuous basis, such as speech analytics solutions, workforce optimization software, agent scorecards, and much more. The idea is to approach customer service improvements across each channel, not just on social media, to drive customer engagement optimization all over the customer lifecycle.

Social listening, as well as sentiment analysis, are other ways to evaluate agent and overall company performance. This is done by analyzing positive and negative mentions across social networks. A brand can address a negative mention proactively and turn the public complaint into a sharable solution. It also makes an irate customer see that the brand really cares about their problems and thinks about them.

Social media is a communications channel that is only increasing in importance with customers and becoming an integral part of customer support programs. The sooner companies realize this, the better it is for them.

To create an effective social customer support process, companies need to personalize customer service, dedicate resources to social media and invest in agent performance improvements. All these will ensure a positive customer experience.

 

Source: http://www.fusionbposervices.com/blog/developing-effective-social-customer-support.html

Publish Date: September 20, 2016 5:00 AM


2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

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Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

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CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
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CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

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ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

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eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

10.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
PH: 2816165711

11.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

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Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
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14.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
PH: 00441352705810

15.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

16.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 



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