Post by account_disabled on Feb 27, 2024 9:06:29 GMT
I am now a consultant specialized in social customer service and I help companies in various activities: from choosing the digital channel(s) to integrate (which social networks, which apps, whether to integrate them and in what way, etc...); I then guide them in choosing the digital social customer service platform that can be integrated with their company CRM and from which they can manage all digital conversations with the customer, also obtaining statistics that are not only reliable, but also almost in real time and therefore optimize the processes (and this is the biggest investment in terms of time and money). In some cases, in fact, I propose demos with some specific providers, also based on the client's wishes and budgets. And finally, after the client has made a choice during this process - which as you can imagine lasts months - I take care of the training.
In practice, I train the staff who will create this mini team dedicated to Panama mobile number list social customer service from the customer office or call center and the training concerns both the behavioral level (so, for example: what tone of voice they should use) and the technical level. So your typical day with a company is: an initial analysis phase, followed by a proposal in line with both the company objectives and the company structure. And finally, specific training on the plan chosen by the company. Exact. This in a nutshell. Let's get into the specifics. Let's take the case of a company that has a Facebook page and which, at the user's request, invites him to send an email to get answers to his question. Can this be considered social customer service, or is it a simple hijacking, a Pilate-inspired "I'll wash my hands of it"? Regardless of whether you want to call it social customer service or not, it is still something poorly done.
Social customer service, in addition to being a discipline through which we provide a service to the customer via social channels or messaging apps, has another important foundation: on the one hand it saves the customer time (the fewer responses the company gives, the less effort it makes to do to the customer to get what he is really looking for). On the other hand, less time is wasted for the customer and fewer responses are given, resulting in optimization of customer service times and productivity . It is clear that when I receive a request on a channel and ask the customer to move to another channel, I make an own goal: because I ask him to repeat the request in a channel, among other things, that he did not choose ( therefore double effort also for the customer). With the added bonus of having to divert him to a channel where he doesn't necessarily want to go.
In practice, I train the staff who will create this mini team dedicated to Panama mobile number list social customer service from the customer office or call center and the training concerns both the behavioral level (so, for example: what tone of voice they should use) and the technical level. So your typical day with a company is: an initial analysis phase, followed by a proposal in line with both the company objectives and the company structure. And finally, specific training on the plan chosen by the company. Exact. This in a nutshell. Let's get into the specifics. Let's take the case of a company that has a Facebook page and which, at the user's request, invites him to send an email to get answers to his question. Can this be considered social customer service, or is it a simple hijacking, a Pilate-inspired "I'll wash my hands of it"? Regardless of whether you want to call it social customer service or not, it is still something poorly done.
Social customer service, in addition to being a discipline through which we provide a service to the customer via social channels or messaging apps, has another important foundation: on the one hand it saves the customer time (the fewer responses the company gives, the less effort it makes to do to the customer to get what he is really looking for). On the other hand, less time is wasted for the customer and fewer responses are given, resulting in optimization of customer service times and productivity . It is clear that when I receive a request on a channel and ask the customer to move to another channel, I make an own goal: because I ask him to repeat the request in a channel, among other things, that he did not choose ( therefore double effort also for the customer). With the added bonus of having to divert him to a channel where he doesn't necessarily want to go.