Consumers expect a consistent, high-quality customer service experience (CX) no matter how they choose to connect. That means making sure agents can respond to any customer interaction in the same friendly, effective and efficient way, whether they’re answering a call or replying to a frustrated customer on Facebook.
That’s a high bar to clear, but one that offers impressive advantages: get your omni-channel care experience right, and you’re 22x more likely to retain your customers. You can also tap into the 56% of customers who report a strong connection to brands that engage them on social media.
Unfortunately, the reverse is also true: fail to meet customer service expectations, and your customers could join the 83% of consumers who say they’ve abandoned a brand over a single bad service experience.
But there’s a catch: social isn’t just an engagement channel you can shoehorn into your support or marketing strategy. You must plan for it and choose technology driven by your business objectives. Then, with the right solution in place, social has the power to be a low-cost, high-satisfaction support channel. And there’s more: social CX initiatives also receive the highest customer satisfaction (CSAT) and net promoter scores (NPS) of any channel.
What do you need to know to operationalize social care?
We’ve looked at the processes and practices across the biggest and best brands successfully serving customers on social today and have defined the 10 best practices that brands need to implement to maximize their social care advantage. From the processes you need to put in place and the technology you need to support it, putting your social care into daily, scalable responsive action takes careful planning and coordination.
Ready to learn how?
Download the eBook for a deep dive into the 10 best practices to put in practice today.
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