A recent article by Manuel Solis discusses customer engagement. Not just a company’s attempts at engaging with their customers, but customers engaging with the company as well. In order to foster engagement, companies need to build relationships with their customers through social media strategies and by putting out content on the internet that can actually be helpful and useful for their audience.
In addition, businesses need to utilize mobile apps to connect with their customers directly and easily since a high percentage of people are using mobile phones to communicate with brands. Finally, companies that build up and motivate their audience while rewarding their loyalty through discounts and point systems will see customer engagement rise long term.
4 Social Media Services Contact Centers Provide Businesses
Social media is beyond the notion of an “up and coming” technology. It’s as established now as the telephone was in the 1960s, just another part of everyday life. Most companies do use social media as part of their marketing and customer service strategies. However, not all companies do social media well.
Having a designated social media staff is easy for a major Fortune 500 corporation, but for small mom-and-pop organizations there simply isn’t room in the budget for employees to focus strictly on perfecting the brand’s social media presence. This is where an outsourced contact center can step up to fill in the gap.
Contact centers are omnichannel, which means they help companies do more than inbound and outbound call center tasks and help in a variety of different channels and mediums, including social media. The following are four social media services contact centers provide for businesses.
1) Monitoring and Moderation
From angry or frustrated customers all the way to malicious trolls, there is a lot of negativity on Facebook, Twitter, Instagram, and every other social media channel. It’s unfortunate, but it’s the nature of the beast.
Social media agents can monitor your social media channels and intervene if hostility or hate speech breaks out in the comments. This moderation helps keep your customers and brand safe from attacks.
Outside of the negative, these agents can answer simple questions that may arise in the comments or in direct messages. Many people provide positive feedback on social media, and it’s important to respond to it.
2) Engagement and Response
Got a question for your customers? Social media makes it simple and easy to ask!
Agents can post engaging questions or ideas to your audience and keep track of the responses while responding. This is a great way to get customer feedback without being a nuisance.
If you want to know the strength of your ROI, it’s crucial to track KPI metrics. Just like with traditional call center services, contact centers can monitor the success of their social media service offerings. These include likes, reach, engagement, and a variety of PPC analytics as well.
4) 24-Hour Support
Social media doesn’t rest. People have a variety of different backgrounds and lifestyles, which means that you might receive customer engagement at all hours of the day.
This is an aspect of social media that contact centers will always have the ability to perform better than an in-house staff. Their scalability and sometimes time zone differences allow them to respond to your customers no matter what time of the day, week, month, or year.
This blog post is based on an article from CustomerThink. To read the article, click here!
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