Are You Tweeting Your Customers?

Jason Roos explains why you should be actively engaging with customers via social media.

Customers spend far more time online than they do talking to you. As such, if you wait for them to call you are probably missing a trick.

Today’s consumer has moved on. They research online before they buy and share a wealth of personal information, including their experiences with brands on Facebook, Twitter, LinkedIn and other social sites.

People are having more interactions online each day than interactions with you over the phone each year. The phone is still a crucial contact method for any business, and in fact it stands head and shoulders above all others when the customer has a complex query. However, those businesses that are ignoring social media are potentially ignoring conversations with prospects and customers.

I recently heard the true story of Dave, your average shirt sales person in a US department store – there is nothing average about Dave.

When he sells a shirt, he encourages the customer to connect with him on Twitter – he then tweets regular updates on what new shirts he has in stock and what the latest fashion trends are. He even encourages his customer followers to request that he places new items aside for them. Dave connects with his customers, and his customers positively talk about him.

The social contact centre listens out for people

The social contact centre acts like Dave. It listens out for people mentioning their organisation – it responds by saying thank you for positive comments and responding quickly to negative comments.

It leverages every opportunity to connect with customers socially and uses this to build regular interaction to complement the phone – building loyalty and advocacy.

Equipping your contact centre for social media does not have to be difficult. Our Software-As-A-Services (SaaS) platform enables you to make social media a core channel of your contact centre, and redefines how you engage with your customers.

With thanks to Jason Roos, CEO at Cirrus