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Article : Optimising your Customer Experience through Social Media Support

#contactcenterworld, @callforcedirect

Author: Candice Roberts, Founder and CEO, CallForce Outsourcing Solutions

In this new world, it is our responsibility as business leaders to keep driving innovation within our organisations to effectively service customers across all channels including social media support.

We’ve all seen a massive shift to social media as a channel for customer engagement with as much as a 100% increase in volume in many industry sectors over the past 6 months.

This has given rise for the need to build highly effective models of engagement, bringing operational efficiency, convenience and innovation resulting in the delivery of an exceptional customer experience through contact centres by effectively prioritising customers’ social media conversations.

I personally have seen the need to implement new thinking, processes and technology a lot quicker than ever before – procrastination in driving the necessary innovation will leave you a step behind your customers, giving the competitive advantage to those who embrace the change to alternative channels.

Agility and flexibility in designing new business strategies is critical – it is not the time for perfection because we are all navigating through unknown territory, but now is rather the time to be prepared to pilot new processes and technology to optimise the customer experience.

A key component of success is the combination of smart technology to support social media channels and humanising the interaction using the capability of highly skilled teams to drive exceptional customer experience
With the introduction of our social media engagement and response handling platform to address the rapid growth in online customer requests and complaints, we are able to stay on top of our customer engagement and are available to our customers on whichever channel they need to communicate with us on.



3 key focus areas are:

    1. Channel Management – Our customers are all online and a proactive social media strategy is imperative to mitigate risk, improve customer satisfaction and increase customer retention. An omni-channel solution is a fundamental part of this process.

    2. Prioritisation – Unhappy clients will move elsewhere, so it is important to address your high-risk conversations with context, proficiency, and professionalism. Prioritisation tagging is the main criteria in taking your customers through the right journey. These tags include: Risk – mentions that pose an immediate risk to the reputation of your brand Purchase – mentions that indicate engagement with a prospective client Cancel – mentions that indicate a cancellation request Service – mentions that indicate a customer query or customer experience feedback

    3. Analytics – the numbers help us all to keep getting better, to understand what our customers are really telling us so we can address the underlying issues and build relevant strategies. You need to be asking yourself:
    • Are my response times as effective as they could be to drive the positive engagement and first time query resolution my customers are looking for?
    • Are my social media team effectively prioritising high value client conversations?
    • Are my teams able to engage with my customers across multiple channels?

Now is the time to innovate and streamline the operational efficiency of your customer social media support team by understanding the value of prioritisation within your social media channels.

#contactcenterworld, @callforcedirect


About CallForce:
Company LogoDELIVERING CUSTOMISED CONTACT CENTRE SOLUTIONS FROM SOUTH AFRICA TO THE GLOBAL MARKET CallForce delivers customised contact centre solutions from South Africa to the local and global market. Our customer-centric approach combined with the expertise for process optimisation, technology support and continuous skills development enables us to optimise contact centre and other BPO solutions that deliver the ultimate brand experience. Our successful and proven formula combines the right people and optimised processes with technology and digital skills to deliver of an exceptional customer brand experience. Our 3 South African operational sites are in Johannesburg, Cape Town and Durban. They are equipped to international standards with IT networks and infrastructure, providing a seamless hybrid model of contact centre and remote-based operations. Our omnichannel solutions are supported by smart technology platforms that open new channels and individual touchpoints for direct customer-to-brand communication. We bring every channel together while empowering our agents to engage in seamless conversations with customers across multiple channels
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Friday, October 22, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
 

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