So far in our series, we’ve covered why both brands and agents love social care, and why social care saves money. Our final topic is its impact on revenue.
Shopping during Peak Period has to be one of the most stressful experiences - it’s a chaotic time for both shoppers and retailers alike. The lack of clear refund policies, trawling the internet for customer support and having a mini meltdown when you...
Customer service agents are the superheroes of the business world: when they save the day, it goes without thanks but when they perform poorly, they’re blamed like Batman. If that blame occurs on social media, it occasionally goes viral costing the company brand reputation.
Customer expectations for service are higher than ever, and regulated industries don’t get a pass. Today’s consumers are accustomed to effortless interactions with modern services like Amazon and Uber and this simplicity is the bar that financial, insurance, and telecommunication companies are held to—regardless whether they are hampered by government regulations.
Social media at its inception was the perfect tool for marketers: direct access to their target market, real-time data, and a powerful bullhorn for their messaging. Marketing drove the social vehicle. But today, with the behemoth that social has become (81% of Americans now use it), customer service teams have taken the reins of social.
Feels like only yesterday we were arranging our top 10 friends on MySpace, well not really. But thinking back over how Social has evolved over the last ten years is pretty mind boggling. Newer channels to the mix, such as Snapchat, Whatsapp and Facebook Messenger have helped redefine the social space.
What’s new about these channels of course is privacy. Whatsapp and Snapchat were created for direct communication. There is no newsfeed or timeline. Engagements feel more curated and personal, and shares are virtually untraceable. Studies show that 70% of all social shares are private. This shows private messaging channels are becoming more relevant to the average social media user, maybe more so than traditional social media avenues.
Can you hear me now?
Mobile customers are making themselves heard in a big way. They’re demanding the same ease, simplicity, and speed of support resolution that they’re used to in ecommerce everywhere, and for major wireless carriers, this is a tall order.
A common debate for brands just starting their Social Care journey, is whether customer service should be delivered from the brand’s primary Twitter handle or if a dedicated service handle should be created.