Social Media In The Contact Centre - Telnet - ContactCenterWorld.com Blog
By David Stott
Telnet has been in the business of phone/fax/text mail and email for many years. But today, almost every company fosters a Social Media presence too, and Telnet has tools and resources to help our clients.
We were recently tasked with monitoring and responding to Facebook and Twitter posts for one of our clients. This client is earning industry-leading engagement statistics with their Social Media presence, and see it as an important part of their brand identity.
Customers who engage with companies of social media are more loyal and they spend up to 40% more with those customers than other customers. (Bain and Co.)
As such, when they came to Telnet for assistance, they were very keen that we provided responses that were in line with their values and identity. Part of getting good engagement levels is providing relevant and accurate responses, yes, but also keeping an essence of a brand “personality” that differed from the more business-like language and style that might be expected of a phone or email communication.
We implemented a carefully constructed process to “hand over” social media responsibilities in a way that could assure the client that we understand this “personality” and seamlessly respond in the way the client wanted. As a result, we were confident we were speaking with our client’s “voice” – and our clientis confident that Telnet’s communications are an extension of their values and purpose.
71 percent of social media users tend to buy from the brands they follow on these platforms (CMO)
Ultimately, this is, of course, what we strive to do with ALL our clients. The difference in the Social Media arena, is that an email or phone call is to one person (or is supposed to be!) – a Facebook Post is to the world.
Publish Date: March 24, 2014 5:00 AM
|All Suppliers||Get Listed|
(VIEW OUR PAGE)
CTI Software is the creator of custom application called Davos, which complements the telephone client solutions with intelligent features such as automated call attendant, call recording and archivin...
(VIEW OUR PAGE)
Advanced AI technology and Natural Language Processing delivered to clients in the Cloud that harnesses both voice and digital conversations. The focus is on building an environment where intelligent ...
|PREMIUMFuture Gen International Pte Ltd|
(VIEW OUR PAGE)
Outsourcing provider of English Call Centre services, Audio Transcriptions, Big Data ETL (Extract, Transform, Load) , Big Data Visualization, Big Data Predictive Model Generation
View more from Telnet
Recent Blog Posts:
|Customer service is a feeling not an action||August 29, 2017 5:00 AM|
|Patience – An agent’s responsibility||July 21, 2017 5:00 AM|
|How scripting can go wrong||June 15, 2017 5:00 AM|
|How has Customer Service changed?||June 9, 2017 5:00 AM|
|2017 CX so far||June 6, 2017 5:00 AM|
|Inbound Vs. Outbound||May 25, 2017 5:00 AM|
|What can ruin the Customer Experience?||May 19, 2017 5:00 AM|
|Why you should consider Outsourcing||April 28, 2017 5:00 AM|
|CX Management and why it should matter to you||April 28, 2017 5:00 AM|
|The Yes and No’s to working in a Contact Centre||April 18, 2017 5:00 AM|