Mobile technology and social media have completely revamped how we communicate not only with each other, but with the companies and businesses from which we buy products and services. Customers aren’t shy when it comes to leaving praise or a complaint on a company’s Facebook wall or Twitter page. To show your business is on the forefront of technological trends and the newest methods of communication, learn the nuances of social customer services.
Realize That You No Longer Have All of the Control
Before social media and mobile technology, businesses could control when customers could shop. With online shopping and social media profiles, consumers can shop and comment whenever they like. What this means for you is that you should take a more customer-focused approach to the way you run your business and make it easy for customers to shop, interact and get help whenever and however they need it.
Stick With Your Customers
Make yourself aware of the latest social media juggernauts, such as Facebook and Twitter, and make sure your business has a presence on them. Learn how to use these sites to their fullest potential, and don’t use them in a way in which they aren’t intended. For instance, YouTube and Instagram are geared toward visuals, so refrain from having text-heavy posts on them.
Taking this idea one step further, make sure you engage with your customers on whichever social media platforms you have. Respond to Tweets and posts directed at your company, and make sure it’s quick and easy for customers to interact with you and your business, no matter what kind of device they might be using.
Keep Up and Keep It Constant
With the ease and convenience of modern technology, speed is an essential component of social customer services. More than half of customers on Twitter who post a complaint expect a response within an hour. In addition to responding quickly to comments, no matter if they’re complaints or compliments, make your responses personal. Nothing can frustrate a customer more than receiving an automated response that does more to make the situation worse than improve it.
Have the Right Technology
Make sure your customer services representatives have the technology and tools they need to quickly and easily juggle a variety of interactions on a variety of social media platforms and mobile devices. Specifically, it’s a good idea to invest in software that can handle incoming inquiries and complaints. Ask your customers which ways they prefer to contact your company so you have an idea of where and how to focus your time and resources. For those customers who prefer the “old fashioned” method of calling for customer service, find a way to keep them from being put on hold for longer than absolutely necessary.
If your company has a call center, consider implementing software technology that allows your agents to use a variety of channels simultaneously to interact with your customers. The advantage of this technology is that customers can speak with your agents on the phone and send them an image if necessary, which helps to eliminate confusion and speeds things up.
While running a business is hard enough without having to learn the ins and outs of the most current social media platforms and mobile technology, going where your customers are and making it easy to communicate with them will most certainly prove to be a solid business investment.
This blog was written by Jim Iyoob, EVP Customer Experience for Etech Global Services. If you would like to learn more about Etech, please contact us at info@etechgs.com.
