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.
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.
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.
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.
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.
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.
Publish Date: January 24, 2019 5:00 AM
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
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Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
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L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
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InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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