CASE STUDIES
Social Media & the Contact Center
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By Kymberlaine Banks
Social Media Program Manager
Telvista
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Social media has become a game changer in contact centers. We are abundantly and sometimes painfully aware that today’s consumers expect brands to be social.
The existence of your facebook and twitter accounts is telling your customers you want to engage with them. So, it’s not surprising that when they “like,” your page or accept your invitation to “follow,” they feel like they have established a relationship with you.
I believe that building deeper more meaningful customer relationships that last is a goal that can fit every company’s social media strategy. Social media monitoring and engagement provide incredible insight to honest customer perceptions about their experience with your brand. It also offers an incredible opportunity for you to embrace and leverage their feedback.
The first critical step to joining the conversation that people are having about you is defining simple, goals for improving relationships in social media.
Telvista’s Social Media Center
Goals that are working for our clients include:
I want to know where my customers are talking about me?
We created a profile that searches blogs, forums, facebook, twitter, youtube, and mainstream news to find conversations that were happening about the brand.
I want to engage in facebook and twitter.
We used our listening profile to understand what customers were talking about then worked together to develop engaging content to be paraphrased in the brand voice in facebook and twitter.
I want to improve positive sentiment by
5%.
We measured baseline positive sentiment and implemented an engagement strategy to improve it. We monitored progress weekly and set a new goal when the 5% improvement was achieved.
We collaborate with our clients to develop social media goals then create the playbook to achieve them. Listening and engaging provide a competitive edge because people want to tell you exactly what they want to buy and how they want to be treated. When you respond by delivering what they want your customers will spend more, tell more people how cool you are and become the brand advocates and promoters you want to create.
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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