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Top Notch Tips for Providing Quality Customer Service In the Social Channels - Globalteleforce - ContactCenterWorld.com Blog

Top Notch Tips for Providing Quality Customer Service In the Social Channels

 Today, we live in an age where everything is turning into digital. Connections that were done through letters are now done via text messaging, emails, chats, and the like. The hours of agony while waiting for a reply has now decreased significantly because "instant" doesn't only exist in noodles, but also our connections with others and devices as well.

Now that we are in a digital age, there are social media platforms that can be used by businesses to interact with their target market and provide customer service. However, this is one of the overlooked sections of the customer experience. When you are able to provide top-notch customer service, people remember it. So make sure to exert effort in every interaction you have with a customer. And here are tips on how to provide quality customer service in the social channels.

Being Active

You can't be seen if you're not at the same place as your target market. The same goes for which social media platform you will be active on. First, you should know your target market. You need to understand them in order to create a customer journey map and start the marketing campaigns. Once you have figured out which social media platform they are active on, you can now invest your time to make the business visible to them.

Create a business profile on those social media platforms and include relevant information, such as business name, logo, contact information, and website link. If you have certain business times, don't forget to include that.

Conduct Social Media Monitoring

Posting relevant information, news, questions, and events are not the only things that you do with social media. You can also follow your mentions for you to engage more with customers. This is where social media monitoring comes in. It is important to monitor your tagged and untagged mentions on social media for you to know what people are saying about you.

Use these messages to engage with your customers, respond to negative feedback and provide an open ear and answers to requests and questions. However, in responding, you should be fast and reliable. If you leave a comment left for a day, it can damage your image, and customers may think that you don't care about them.

 

Always Have Patience

This is a must wherever you are. There are different types of customers that will come knocking at your door, so better treat every single one with patience and care. You should have an open ear and mind for you to understand where they are coming from. 

Don't skip the negative ones. You should read every single one and respond in a calm, nice manner. Always think that they are invested in the business and what they expect is an immediate response and solutions.

Always Go the Extra Mile

This is the secret ingredient to a successful and wonderful customer service. In everything you do, always go the extra mile. Customers love an understanding and responsible customer service agent to talk to. You can also provide freebies for loyal customers since you care about them.

Always make an effort to make customers happy. Remember, a customer has the power to refer you to others or destroy your image to others.

Customer service is one of the interactions made in a customer experience. And making one memorable for customers is that you will need to provide the best. For small businesses that are in need of a cost-effective solution to providing customer service, contact centre outsourcing is the answer since these agents are trained to do the best at what they do.

Source: http://globalteleforce.com/blog/top-notch-tips-for-providing-quality-customer-service-in-the-social-channels

Publish Date: August 16, 2017 5:00 AM


2020 Buyers Guide Artificial Intelligence

 
1.) 
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.
PH: +1 888-946-6878

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
PH: 855-GO-BALTO

4.) 
Daisee

Daisee
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-...
(read more)
PH: +61404697151

5.) 
eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

6.) 
Eudata

Convy.AI
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.

7.) 
ExecVision

ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

8.) 
Koopid

KoopidAI
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)
PH: 0800 999 1882

9.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

10.) 
Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
PH: +40 722 744 417

11.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

12.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

13.) 
TrendzAct

Trendzact AI On-Demand
Trendzact provides on-demand data science Insights team who will solve the AI resource dilemma. Our Insights team will apply machine learning models into your business processes and build functionality such as natural language processing and service level agreement (“SLA”) diagnostics into your CRM solution. Use AI for aftercall documenation, agent sentiment analysis, proactive agent guidance and anomaly detection with real-time alerts
PH: 3854343250

14.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
PH: +49 176 5683 8890

15.) 
VOZIQ

VOZIQ Predictive Customer Retention Solution
VOZIQ is the only cloud-based predictive retention solution that is powered by 10+ targeted machine learning models to enable recurring revenue businesses to predict customers who are at-risk of cancellation and prevent the cancellation by driving large-scale actions through contact center customer care, marketing and field channels.

With pre-built AI/ML models using both structured and unstructured data, risk driver libraries and multiple deployment options, VOZIQ’s solution significantly cuts time-to-value in industries such as home security and automation, pest control, home warranty, deregulated/retail energy providers, telecom, and insurance.
PH: +1 (888) 427-2328
 



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