Social Media Challenges

Project Description

For the uninitiated, integrating social media successfully into the contact centre can be a daunting and complex task. Sentiment has helped some of the UK’s leading brands to develop effective social customer service processes and, along the way, identified a lot of the pain points that contact centres experience in ‘going social’. To pass on this knowledge, our very own Luke Porter, Head of Social Customer Service, will be taking part in a webinar on this exact topic on 15th January 2014 featuring such luminaries as Martin Hill-Wilson, author of Delivering Effective Social Customer Service, and Dominic Sparkes, CEO of Tempero, the world’s largest social media management agency. You can register here for free. We’ve also decided to collate our notes, back them up with a wealth of recent statistics and create a really useful infographic (below) which highlights the seven key challenges you’re likely to experience with integrating social into the contact centre: - Protecting your investment in legacy systems. - Justifing the expense of integrating social media. - Integrating social media with your other channels. - scaling up your social customer service provision. - Ensuring buy-in from staff (or clients’ staff). - Understanding how to measure social customer service performance. - Ensuring agents have the right skills or abilities. “We’ve been working closely with a number of contact centres to help them understand the unique challenges of the social channel. Hopefully, this Infographic, together with our latest contact centre focused features, will help them get up to speed quickly and start delivering effective social customer service.” The transition from call centre to contact centre is a big challenge and can be a daunting task to those unfamiliar with this way of communication. Shep Hyken, customer service expert and New York Times bestselling author states: “As multiple communication channels develop for the customer contact centre, consistency will be paramount. The experience must be the same from channel to channel. Anything less erodes confidence and destroys customer loyalty.” There are also some other findings that might surprise you: Over a third of customers who interact with a brand online do so to complain. One in three social media users prefer social care over contacting a brand using a phone. When faced with a negative service experience, 56% of customers say they would never do business with that company again. 71% of companies are concerned about social media risks, but only 36% provide employee training. 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems out-dated user interfaces.

Project Details

Author: dreambox

Publish Date: Jun 29, 14