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
Don’t ignore it. Customers 150% more likely to churn if they feel ignored on social channels.
Rostrvm Solutions @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
Use for customers to reach you, then help them via more convenient channels that are more private too. Must be fast!
Joe Staples @jstaples21
Start with monitor, route, and reply with promptness.
Magnetic North @MN_Cloud
Social media should have a clear process, be integrated with other comms & managed by customer service staff (not marketing).
Colin Whelan @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
“Embrace it entirely”, @Concentrix we use #SM to acquire, support and renew relationships #SocialMediaEverywhere
Aspect Software @AspectSoftware
Don’t just push info onto consumers. Harness the medium’s conversational capabilities to build a dialogue with customers.
Granby Marketing @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
As well as responding to customers, use social media to build new contacts, share great content and ideas & gather feedback.
ININ
Use it to listen to what your customers are saying, good/bad and to start a conversation and engage, not just respond. #cctr
Keith Gait @KeithGait
Dont let marketing control it!
Hostcomm @Hostcomm
Enable agents to communicate with customers on their chosen platform. #multichannelcallcentre
mplsystems @mplSystems
Agents need to be empowered with a knowledge base, real time data and the right skills to respond to social interactions.
Richard Grice @Richard_E_G
Listening and responding. Looking for patterns.
Planning Forum @PlanningForum
Align with other customer channels – make sure staff can see if customer is currently engaging in any other way.
Magnetic North @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
It’s all about speed! Respond to queries quickly, to enhance customer experience, and issue instantly to minimise damage.
Ahmed Humaikani @ANMkani
Create an agent design group on FB for posting monthly schedules & performances.
Northumbria IT @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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