Force Multiplier #2: Reduce The Impact Of Customer Service Call Volume Explosions By Utilizing Social Customer Service
Your Customer Service organization is highly trained to interact with customers via all channels of communication and from a common knowledge base. Therefore, using Customer Service to oversee social media activity is not a stretch. For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on… In fact, in some companies, staff is already out there doing it. You’ll want to consider creating social media governance policies and social media Customer Service training required. Using a search engine, search on “social media policies” and you’ll see that hundreds of companies have put their social media policies online. This is a great resource for you and can provide you with a benchmark of what companies are actually doing.
The idea here is to leverage some of the highly skilled individuals from your existing Customer Service team to use social media to identify brewing service problems. Studies show that companies who use social customer service can head off an disaster that would have resulted in
hundreds if not thousands of calls to the call center. It can be as easy as putting out a post in Twitter and/or on Facebook to say you know there’s an issue and you are working to resolve it. And companies also place links to solutions, where customers can go and get self-service or updates. What customers want to know is that you are paying attention and you have their back.
Conclusion? Adding social media is a natural extension of what customer service agents already do. Force Multiplier #2: reduce the impact of customer service call volume explosions by utilizing Social Customer Service.
For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.
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@DrNatalie L. Petouhoff
For more info on my work:
Ebook:Social Media ROI
Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans