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:
- Facilitate. Agents can help customers help each other by creating peer-to-peer support forums and ask-and-answer functions.
- Resolve. Agents can jump in any conversation with answers when needed (and always identifying themselves as company employees).
- 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.
