Customer Experience News & Trends

3 ways to get social media right

Social media may have been Marketing’s brain child, but customer service professionals are making it a powerful business tool. Here’s how contact center agents can get it right.

Posting now and then on Facebook or tweeting about short-term discounts regularly on Twitter won’t win over customers. These three tactics from Forrester Research analysts will:

  1. Facilitate. Agents can help customers help each other by creating peer-to-peer support forums and ask-and-answer functions.
  2. Resolve. Agents can jump in any conversation with answers when needed (and always identifying themselves as company employees).
  3. Redirect. Agents can seek complaints in social community forums, reach out to customers and/or redirect them to better ways to get the satisfaction or resolution they want.

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