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5 Social Customer Service Trends That Will Rule 2019 - Fusion BPO Services - ContactCenterWorld.com Blog

5 Social Customer Service Trends That Will Rule 2019

Last year we have seen social media emerge as one of the most prominent customer service channels. Consumers today are more prone to use social media to communicate their questions, compliments, or complaints with businesses. According to Sprinklr, 80% of consumers engage with brands online, and 54% of customers prefer social messaging channels for care instead of phone or email. And that means customers today expect companies to have a strong social customer service channel round the clock.

Social customer service is rapidly maturing as a customer service channel.  Here are a few customer service trends that have dominated social media in 2018 and will continue to do so in 2019.

1. More people using direct messages

More consumers are connecting with companies through direct messaging (Twitter) and Facebook messenger rather than tagging them on social media posts. This way, consumers can upload photos, videos, and sensitive personal information while communicating with a business without broadcasting it to the world. It has also become easier to control the damage.

2. Customer care bots will continue to rise

Customer care bots, or chatbots, allow companies to offer round the clock, automated replies that can instantly help customers fix a technical issue or even order their lunch. While chatbots can be the quick-and-easy and cost-effective solutions to common queries, it can deliver e less-than-satisfactory experience when implemented without a strategy.

The truth is, chatbots are still evolving and has a long way to go before it can provide a communication similar to real- life interaction. Yet, experts have high hopes for this customer care According to a CNBC report, chatbots could cut business costs by $8 billion by 2022.

3. Social care strategies getting more personal

Stepping in 2019, we are seeing that more brands are adopting their social media customer care strategies, and are gravitating towards personalization. Companies today are focusing more and more towards personalization, active conversation through messaging in a casual tone using emojis. Once perfected, social care strategies will start providing personalized care for a fraction of the cost of traditional customer care channels.

4. Customer care agents are using social data

Marketing and PR departments have long used social data to influence decisions, but now customer care teams are using it to shape interactions. Today it is easy to use technology to track both positive and negative mentions and reply quickly.  This way a company can show how much they care.

Social data is also helping social customer care agents to know more about the customer and shape their interactions according to it. For example - if your customers are talking about how you can use less plastic in packaging your product, you can use this opportunity to tell them about your eco-friendly efforts and what steps are being used to reduce plastic usage. You can also use the same data to change your social advertisement patterns.

5. Customer care is the new marketing

With consumer interactions more public, customer care is becoming the new marketing. While one cannot replace the other — they can work side by side to bring their customers the best of both worlds.  When a company does an excellent job in taking care of public and personal messages on social media, words spread faster, resulting in more business. These are some of the most popular social media customer service trends that are going to take the customer service space by storm in 2019.

Source: http://www.fusionbposervices.com/blog/5-social-customer-service-trends-that-will-rule-2019.html

Publish Date: January 24, 2019 5:00 AM


2021 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

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Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

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Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)
PH: 833-427-7488

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Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

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Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

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Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.
PH: 323-380-8555

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OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

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Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.
PH: +27 21 685 9160

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Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

9.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
PH: 0217991445

10.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960
 



View more from Fusion BPO Services

Recent Blog Posts:
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5 OmniChannel Customer Service Best Practices To Boost Customer ExperienceJanuary 29, 2019 5:00 AM
5 Social Customer Service Trends That Will Rule 2019January 24, 2019 5:00 AM
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