Working at a call center as a customer service representative has quite a high turnover. Many people do not have the patience to deal with people calling and complaining constantly throughout their days. Social media managers and those who manage social accounts can actually lessen the blow by being proactive and responding to complaints . The following are some ways that social media managers can actually help in employee retention for call center customer service agents.
Social Media has changed traditional job roles and requires the creation of entirely new jobs. An infographic from Modern Servant Leaders looks at the ways that job responsibilities have changed their core principals since social media changed the rules of the game for businesses and corporations.
Millions of people are taking service issues to social media channels as their preferred communication route. These questions and complaints are public, and the only real question for businesses is how - not if - they will respond. Listening is no longer an end, but rather a means to evaluating where you need to engage.
Facebook wants to connect its users with brands and ads, even at a hyper-local level. Facebook will utilize its mobile users, which now number 727 million of the social media giant's 1.55 billion users, to connect to brands when they are near that brand's stores.
This week's FOCS podcast hosts CEO of Scotty's Brewhouse , Scott Wise, who, believe it or not, responds to every single tweet his company receives. He says this approach to listening makes the difference when it comes to the competition. Listen to more of his insights here.
Regardless of what your business model looks like, customers are obviously essential. They are the ones who pay your bills, cover your expenses and help you to maintain a profitable business. This is all true, but what if I were to ask you why your repeat customers come back to you, especially when you are offering an identical service or product to your competitors?
Paul Schulze has a fascinating post and infographic up on the Fanpage Karma blog analyzing whether or not Facebook is still a useful tool for businesses, titled, alarmingly, "Attention! Facebook is losing its footing – user posts decreasing." The only thing is, according to the Fanpage Karma blog's analysis, Schulze's alarm might be perfectly justified.
Social media customer service is no longer a choice – it’s an essential piece of your customer experience strategy. The challenge lies in the fact that social media is like a living, breathing entity, with its constantly evolving algorithms and consumer-driven trends. Building a successful social media customer service plan involves a number of considerations, such as the ones we discuss below.
What are you customers like this year? They are super connected. 63% of women who own smartphones don’t go an hour without checking it. And the percentage is higher for men at 73%. Millennials are even more connected with 75% checking their phones at least every hour. 50% of people check their phones right before they go to sleep and also when they wake up.