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The holiday season is when customer service teams will be at their most stretched. Ideally you have expanded the team for this busy period, but with so many channels now being used by customers, what are the best ways to cope and continue delivering a great experience to every customer?
Salesforce has some excellent tips on their website, specifically for brands that are using social networks for support. The way that customers expect to be supported on social networks is quite different to voice calls and can often vary between different networks so this requires careful consideration. How do you step up and manage this busy period and have the right metrics in place to ensure that the social team is keeping up with the rest of the customer service effort?
Salesforce urges retailers to think carefully about these three key areas of social support:
I really liked these three points. I think the most important is to think differently about social channels. A customer engaging on Facebook is starting a conversation between the brand and themselves that other customers can join. It can be a positive outcome to see a long conversation thread develop as much of the work will be one customer helping another. Don’t try measuring or controlling your social advisors as if they are on voice calls – this is a very different type of communication, but many customers value it and prefer social to calls. Let me know your thoughts by leaving a comment here, or get in touch on LinkedIn.
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