Last week, I was fortunate enough to team up with Dr. Natalie Petouhoff, a prominent social strategist and evangelist, in hosting a webinar on social customer service. As if this webinar wasn’t exciting enough, she also worked with LiveOps on a white paper – “Social Customer Service: The Pivotal Driver of the Social Enterprise” – and infographic – Your Brand on Social Media. Together, we explored a radically new breed of customer, the social customer, and how enterprise organizations must also make a radical transition to manage their social customers more effectively.
In putting together our infographic, we found that 60% of companies don’t respond to customer comments on social channels. This number seems surprising at first until you realize that, while companies may be on social channels thanks to marketing, they can’t keep up with the amount of customer comments on these channels. Now that brands have gone social, they need to go beyond using social channels to market and monitor; they need to interact with consumers to drive greater engagement. Additionally, brands are still determining which internal team should handle these comments – marketing, sales, product development, back offices, or customer service. To effectively manage social customers, these departments need the right technology and process to work together to manage these interactions residing in the contact center.
In turn, our integration of social media in the cloud contact center can enable you to better manage and engage with the social customer. Through LiveOps Social on the LiveOps Platform, we make it easy for you to manage, measure, and respond to your customers online with the same routing, quality control, efficiency, and reporting needed for other channels, such as voice, email, and chat. Your customers are telling your company’s story on their social channels, and it’s time you joined them.
I encourage you to take a few moments to read over Dr. Petouhoff’s white paper or grab a cup of coffee, pull up a chair, and watch our webinar to find out more about:
- The rapidly evolving role of Customer Service and the expansion of this critical role to include collaboration with PR, Communication, Marketing, and Sales.
- The myriad of challenges in managing today’s Social Customer Service, including the struggle to keep pace with the volume of customer interactions.
- The value of a Contact Center – Marketing partnership and the inherent value in creating one central hub for servicing social customer interactions.
When you’re done, we’ll help you take your online presence from the top to the bottom of our infographic.