Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Article : Three Questions You Need Answered Before Launching Your Brand’s Social Care Program

#contactcenterworld, @teamhgs

Author: Amanda Sternquist, Director of Social Care Practice, Hinduja Global Solutions (HGS)

If you think you’re providing superior social care, be sure to get confirmation from your customers. Today’s research shows a disconnect—with 80% of businesses believing they provide superior social media customer service and only 8% of customers describing the service in the same light, according to the Sprout Social 2018 Index. Additionally, nearly all businesses (87% according to a survey by Hootsuite) agree that social media is important to staying competitive, with nearly 70% of respondents stating that social media has significant business impact, with solid contribution to their company’s bottom line.

According to this research, social care is increasingly how today’s customers ask product questions, seek recommendations, make purchase decisions and engage with brands to show affinity. Today’s businesses can no longer ignore social media as a customer experience (CX) channel.

Social media has a strong hold on increasing brand value, marketing, recall and retention and is an essential tool in any brand’s toolkit. Whether a brand has an established social media customer care program or is launching one for the first time, there are three common questions they will inevitably ask of their social care team.

What is a typical first response time to reach an epic level of social customer care?

The industry standard is under four hours – some customer service providers reduce that to less than two hours to continuously strive to exceed customer expectations. This is achievable with the help of artificial intelligence, which funnels the most engageable content to the right people at the right time.

For example, if someone is at a store or a restaurant right now and they need help, those keywords are prioritized to hit social care agent queues first so that the customer receives a response back within seconds or minutes, depending on the need.

How do you determine the volume of social engagement and the number of resources needed?

During the research phase of a new program, it’s important to do a deep analysis of the content trends over the past several months. This provides a good estimate of not only the volume of mentions coming in, but the type of content that is generated about the brand. If the answer is "everything," then plan for that volume. If it can be narrowed a bit further, it will give a more realistic idea of how many agents it would take to help the brand achieve its social media response goals.

A best practice in social customer care is creating a pool of talent that is trained and capable of working between programs. This allows the ability to offer a steady state coverage model with back up support in the event of a brand crisis.

What about negative comments? For example, "I hate xyz product." How do you handle those?

The goal is to try to understand what it is that the customer ‘hates,’ and if there is an alternative that we can recommend. Review who the customer is and get to know them, not only their issue, through a vetting process. This allows the opportunity to create a connection with the individual at their level to resolve their issue.

It’s also important to determine if the situation should be reported back to the company, if there is certain volume around a specific complaint. This helps inform the brand when making key business decisions. If a trending issue is identified, the client can be quickly prepped for a PR strategy and a social care response plan.

Every mention that comes into a social care monitoring system should be automatically or manually tagged with a conditionally granular level of detail. This enables real-time insights generation into a variety of focus areas.

Overall, it is important for brands to place an importance on superior social customer care. Something as small as customer response time can make a difference in business results.

#contactcenterworld, @teamhgs


About Amanda Sternquist:
Amanda Sternquist, Director of Social Care Practice, leads the strategy and execution of the HGS EPIC™ social care operation around the globe. She plays a critical role in making sure that HGS clients are industry leaders in social media customer care and fosters collaboration between clients and social care vendors to design and implement cutting edge technologies – such as social, mobile, chat, SMS, AI, RPA, and analytics. Amanda brings with her almost two decades of social media marketing, customer care, and innovation experience in the customer service industry.

About Hinduja Global Solutions Ltd.:
Company LogoA global provider in business process management (BPM) and optimising the customer experience lifecycle, HGS is helping to make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centres and HRO solutions to deliver transformational impact to clients. Part of the conglomerate Hinduja Group, HGS takes a “globally local” approach, with over 42,371 employees across 72 delivery centres (as on 30th June 2019) in seven countries making a difference to some of the world’s brands across nine key verticals.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Sporting Occasions

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

Published: Tuesday, September 3, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
PH: 612-601-1095

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300
 

ABOUT US IN 60 seconds!

Sponsor Message

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =