With the advent of the digital age, social media are the preferred communication channel of internet users to solicit customer services. Whether you are looking for a better client satisfaction or prospecting a new audience. Here’s what you need to know about implementing social media in your call center service.
In this day and age and with the role that social media plays on our daily lives, it`s absurd to wonder whether your call center should manage Facebook, Instagram, Twitter and other platforms as a solution for customer services. We will analyze the challenges you will face, the best strategy you need to adopt and the benefits you can derive from it.
Of course, integrating social media channel into your workflow is a challenge in itself. But it is not as complicated as one might think. Here’s a simple guideline on how to implement social media into your call center.
1. Understand the Business Model
At its core, handling a client on social media is not so different from an inbound or outbound call. In other words, you need to know the primary demands of your customer or your prospect and then match-up or exceed his expectation with your suggestions.
In order to accomplish this level of quality, your team must be able to identify customer concerns and resolve their problems at the first contact. Furthermore, the advantage with such platforms is that you can know the interests, locations and content that is more appealing to your audience. Therefore, helping you to achieve a higher level of customer satisfaction.
2. Get a software
Even if you know your audience, show a good level of responsiveness and have a highly competent team at your disposal. Everything will go to waste, if you don’t have an adequate solution to handle your audience. You need a contact center technology that allows you to manage a high volume of customer and prospect interactions in an omnichannel method.
Indeed, by integrating a true omnichannel technology solution such as OMNI+ you can manage and organize an impressive number of interaction at the same time. You will ensure that there are no gaps between the different contact points and social media interactions.
3. Train your agents
You certainly understand that you need a team with the necessary skills to handle the social media environment. Each one has its own rules and methods to address the audience. If LinkedIn requires a more professional tone of voice, the Facebook interaction are more relaxed and with a social, friendly vibe.
Make sure that your agents are properly trained to run your digital interactions smoothly and that the client demands are handled in an appropriate matter and adequate time.
4. Pitch your clients
Your call center is first and foremost a company and you need to put yourself out there on the map if you want to be recognized and gain additional businesses. Now that you are ready to take on the digital world of social media, you can also add it to your business services. Meaning that you can pitch your new service to your current and potential clients.