As customer comments and tweets start racking up, you need to establish a team to respond to them.
When this team is composed of people from different departments, it’s hard to keep track of who’s working on what, but each group should be aware of what the others are doing, in order to avoid duplicating effort. Making sure that you’re working together effectively will help you to deliver quick and consistent service to your customers.
Responding as a team within Conversocial:
- The shared inbox in Conversocial allows all team members to manage social messages coherently. When a message is updated, it’s updated for everyone, meaning no one is left guessing as to whether a message has been seen. Tip: Archive all messages that have been dealt with, so that your team can only see ‘new’ issues.
- The option of assigning messages to specific team members in Conversocial can help to keep everything organized. Allocating customers’ messages to team members from your shared inbox is another way to make sure your colleagues are only looking at new issues to work on. Trick: The new “Assign to Me” option allows you to claim a post to answer yourself.
- Make sure that your team are constantly collaborating on issues that need special attention. Assigning messages with internal notes attached allows you to share information quickly and effectively. Trick: You can send multiple notes back and forth through Conversocial to have private conversations about certain issues.
- Customer Service and Marketing teams need to share social engagement, and everyone should be aware of what’s happening in the conversation with customers. Conversocial allows both teams to work from the same tool, with scheduled posts to time marketing updates perfectly, that are visible for all to see. Tip: Upcoming scheduled posts are featured at the bottom of the Conversocial page. In case of a crisis, teams should check this tab so that mixed messages are not being sent out at a bad time.
Conversocial Pros – got any tips and tricks to share on how you respond to customers? Let us know in the comments below!
If you’d like to learn more about using Conversocial to keep on top of your social conversations, get in touch! Just drop an email to firstname.lastname@example.org or tweet@conversocial and one of the team will be more than happy to help.