SOCIAL CUSTOMER CARE
Beyond Marketing
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By Clark Hausmann
Senior Vice President,
Business Development
Telvista
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If you’re anything like me – or the rest of the business world – you just can’t get away from all the social media talk. Blogs, articles, seminars, webinars, conferences – it’s taking the business world by storm and it’s only getting bigger. But with all the information and chatter out there, it’s easy to feel overwhelmed and confused. We talk to customer care executives every day that have questions like “Where do I fit into my company’s social media strategy?” or “Where do I start?” Some are caught in endless discussions about who “owns” social media – is it Marketing, Customer Care, other stakeholders? Who should take the lead?
As a contact center outsourcer, we are faced with the challenge of anticipating how to help clients improve their customer
experience. Marketing and PR teams have led the way in social media, using it for outbound campaigns and broadcasting. Now, customer care teams are leveraging social media to engage with customers. This is delivering additional benefits to the enterprise including:
- Reduced calls
- Increased CSAT and loyalty
- More new customers
- Deeper customer relationships
- Product improvements through feedback
If you’re already delivering customer care via social media, you’re ahead of the game and your customers thank you for it. But if you’re not, and you’re wondering where to start, here are four steps to get you on your way.
Your social media strategy must be tied to real business objectives and deliver measurable outcomes as well as actionable insights. Developing and implementing it will take commitment, time, and effort. The process begins with finding out where people are talking about your brand and products in social media and listening to what they have to say. The conversation that they want to have can be very valuable to you and once you have listened for awhile you can join the conversation and connect with them in ways you never imagined. Those conversations will become the foundation for improved customer experience.
Telvista provides innovative contact center outsourcing solutions and leading-edge social media services to companies that want more from their customer relationships. We believe in delivering what matters most to you. For more information, visit
www.telvista.com.
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Telvista provides innovative contact center outsourcing solutions and
leading-edge social media services to companies that want more from
their customer relationships. We believe in delivering what matters most
to you. |
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Click here to view Telvista's Social Media
Center in its Dallas, Texas location. The Social
Media Center, which overlooks the 600-seat
contact center, will serve as a control room for
a team of analysts monitoring social media for
its clients. |
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Telvista’s seven PCI-certified locations throughout the U.S. and Mexico deliver optimized support solutions that impact top-line revenue and bottom-line cost. We serve a large client base and a diverse set of industries, including telecommunications, travel, financial services, retail, technology, and many others. Services include customer care, technical support, sales, loyalty programs, social media services and more.
We are proud to be a vital part of our clients' success by offering customized programs that enable you to do more with less while maximizing your bottom line. |
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