Get Serious About Social Customer Care
The webinar discusses questions of why social customer care is good for business, what challenges brands have to overcome in delivering service through social channels, and which companies on the market today are doing social customer care right, and the ROI they get as a result. It is based on a study done by Forrester, exploring the real-time trends in social customer care, and showing how large companies are currently allocating their resources to social customer care. The webinar also contains helpful and detailed workflows for agents to comfortably manage many different types of customer care in a single, integrated environment.
Trends in Outsourcing Social Media
Vit Horky of Brand Embassy discusses key strategies for outsourcing your social media customer service. Key learnings include paying for outsourcing according to goals associated with increased customer satisfaction, rather than specific number of inquiries- the goal should not be just to increase the throughput of your social customer service, but to increase its quality as well.
Horky also discusses the proper assignment of routine social media inquiries to outsourced firms, while keeping critical customer engagement in-house, and incorporating social CRM with internal data systems, to give social customer care agents access to the best data at all times.
Does your organization need a separate Twitter handle to deliver effective social customer service?
Among the advantages Grigoryev discusses are: better analytics and reporting, the ability to seperate the tone of a “marketing” twitter feed from a customer care account, and the separation of ownership that allows individual agents or departments to prioritize more effectively. Among the disadvantages he mentions are the limitation of visibility for a brand when it has too many channels, the loss of potential marketing opportunities that can be gained by using one channel, and a lack in the consistency of your brand’s voice. Very interesting problems to ponder, as more and more brands take to Twitter in force.
Sales Go Up and Down. Service Stays.
In this enlightening presentation from Polle de Maagt, a Future Care Ambassador, Maagt discusses the growing empowerment of customers, and the increasingly humble approach to customer care that social media has ushered in. As expectations have risen along with the transparency of customer care, brands have to find new ways of managing those expectations, and serving their customers as a community, as well as individually. As online services become fully integrated with everyday experiences, the positive presence of brands will continue to become more important in their relationships with their customers.
Making the Business Case for Social Customer Care
In this presentation, Blake Landau of Intel argues that larger companies have to get more involved with social customer care, starting with their internal dynamics. By convincing key influencers and stake holders that social customer care has a net benefit to the company’s ROI, and by defining that benefit clearly and effectively, a company can allocate its resources appropriately and effectively for social media engagement.