The Missing Link That Makes Social Media Customer Service Easier

  • The Missing Link That Makes Social Media Customer Service Easier

The modern day consumer has more ways than ever to communicate with the companies they do business with, which makes it important that companies actually utilize the various lines of communication that are available to them. In addition to offering live chat on your website, you can use a special link that can open a chat window and expedite communication between social media managers and customers.

The Link to the Kingdom

One special link that can be used to open a chat window is: ICE – Integrated Customer Engagement

Using Your New Line of Communication

Once your new chat link is up and running, you can use it in the future as a way to end customer services replies you make on social media. For instance, if you have customer who uses your Facebook wall or Twitter account to report a problem, ask a question or air a grievance, you can provide them with your chat link. Not only does this provide the individual with a way to get in immediate contact with you, it gives the two of you a private place to conduct your conversation.

In addition to using your link to connect customers to the support staff and other departments, you can be proactive and use the link to introduce your live chat capabilities to your social media followers. If you can only use 140 characters to share a message and link, you can shorten your chat link with the Bitly service.

Email Chat Capabilities

Besides social media managers, chat links can also be used by customer service agents who are needing to get customers in touch with the proper department in as few steps as possible. A customer communicating through email might be doing so because he or she is not aware the company has live chat capabilities, which the customer might prefer. The link can either be included in the actual text of the email or in the customer service agent’s email signature.

To add the link to an email signature, find the settings icon on the upper right-hand corner of the screen to bring up the settings menu. Find the “signature” option, enable it and create your signature with the chat link.

Chat links are a simple yet powerful way to better communicate with your customers and ensure they’re being taken care of. In addition to the above methods, you can better leverage your call center capabilities with a combination of the chat link and social media. For even more uses, be sure to ask your customers, social media managers and customer service agents for suggestions. After all, they’re the ones who are going to be using the link, so they might as well have a say in where and how the link is used.

Original Source: LinkedIn

By |2016-01-07T00:00:35-06:00January 7, 2016|


Jim Iyoob is the Chief Customer Officer for Etech Global Services. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business – Etech, Etech Insights, ETS & Etech Social Media Solutions. He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.

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