The Best Ways to Use Social Media in the Contact Centre

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We asked our panel on Twitter to answer “What is the best way to use social media in the contact centre?” – in less than 140 characters.


Planning Forum ‏@PlanningForum

@PlanningForum

Don’t ignore it. Customers 150% more likely to churn if they feel ignored on social channels.


Rostrvm Solutions ‏@rostrvm

@rostrvm

They may have tweeted you but you don’t have to tweet back – it’s public. Phoning may be quicker, cheaper and more effective.


I Want it Now ‏@StefWalkMe

@StefWalkMe

Use for customers to reach you, then help them via more convenient channels that are more private too. Must be fast!


@jstaples21

Joe Staples ‏@jstaples21

Start with monitor, route, and reply with promptness.


Magnetic North ‏@MN_Cloud

@MN_Cloud

Social media should have a clear process, be integrated with other comms & managed by customer service staff (not marketing).


Colin Whelan ‏@PPFColin

@PPFColin

I feel social media can be used as a great communication tool for staff, Facebook overtime announcements, Q&A with exec, etc.


Peter Doak ‏@Peter_Doak

@Peter_Doak

“Embrace it entirely”, @Concentrix we use #SM to acquire, support and renew relationships #SocialMediaEverywhere


Aspect Software @AspectSoftware

@AspectSoftware

Don’t just push info onto consumers. Harness the medium’s conversational capabilities to build a dialogue with customers.


Granby Marketing @granbymarketing

@granbymarketing

To listen, advise and share with your customer base. Remember: If you’re on social, people will chose to talk to you on it.


NewVoiceMedia ‏@NewVoiceMedia

@NewVoiceMedia

As well as responding to customers, use social media to build new contacts, share great content and ideas & gather feedback.


ININ ‏

@IN_Intelligence

Use it to listen to what your customers are saying, good/bad and to start a conversation and engage, not just respond. #cctr


@KeithGait

Keith Gait ‏@KeithGait

Dont let marketing control it!


Hostcomm ‏@Hostcomm

@Hostcomm

Enable agents to communicate with customers on their chosen platform. #multichannelcallcentre


mplsystems ‏@mplSystems

@mplSystems

Agents need to be empowered with a knowledge base, real time data and the right skills to respond to social interactions.


@Richard_E_G

Richard Grice ‏@Richard_E_G

Listening and responding. Looking for patterns.


Planning Forum ‏@PlanningForum

@PlanningForum

Align with other customer channels – make sure staff can see if customer is currently engaging in any other way.


Magnetic North ‏@MN_Cloud

@MN_Cloud

Part of the process for social media is having responsibility clearly delegated to people with the right skills and knowledge.


Aspect Software @AspectSoftware

@AspectSoftware

It’s all about speed! Respond to queries quickly, to enhance customer experience, and issue instantly to minimise damage.


Ahmed Humaikani ‏@ANMkani

@ANMkani

Create an agent design group on FB for posting monthly schedules & performances.


Northumbria IT @NorthumbriaIT

@NorthumbriaIT

We don’t get into a conversations on Twitter as it may not be appropriate to discuss personal details. We thank them for contacting us & then move to another more secure medium.


What do you think is the best way to use social media in the contact centre?

Author: Megan Jones

Published On: 13th Nov 2013 - Last modified: 13th Sep 2022
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