This is the conceptual bread and butter of thousands of tech-based companies today, and some might argue the very future of commerce in general.
Here’s a compilation of tips for navigating this relatively new but rapidly growing space.
1. Find the right platform for your company size and needs
Options for social customer service platforms are growing. A diligent review of options and how they might fit with your company will pay off, as you consider factors like the size of your company, the communication modules preferred by your customer base, and the degree of data exchange among different platform features.
A critical factor can be how easily the system integrates with your existing infrastructure – make sure whoever you choose has a robust professional services team to help make the transition seamless.
2. Kill the script
The above automated Tweet by Bank of America is a great example of why personalization and the human touch is necessary on social.2
Get into the mindset where customer service is human and personable, not automated and robotic. Representatives reading off response scripts as if members of an assembly line are becoming a relic of the past, and can put a company with a great product at real risk of consumer displeasure.
The ability to harness the ‘real talk’ spirit of the internet with how existing and potential customers interact with your organisation, makes you appear intelligently tech-savvy, confident in your ability to engage with your users, and proactive in the relationship.
Social is a direct and personal platform, making it critical that your customer engagement team learn how to adapt to the specific needs of a given customer or request. By definition, catch all responses are limited, and freeing your team from this will pay major dividends.
Read more: 7 Tips to Stay on Top of Social Media Customer Service
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