Should my Contact Center Be Targeting All of the Popular Social Media Networks?

Should my Contact Center Be Targeting All of the Popular Social Media Networks?

Facebook. Twitter. Pinterest. Instagram. Vine. The list goes on. For any contact center manager who is not leveraging these social media networks for customer engagement, the inclination can be to join all of them at once – perhaps through a panic – or even just because it seems like a smart business move. The truth of the matter, though, is that it isn’t.

It takes a great amount of effort to become good utilizing one type of social media. Even if you begin a Facebook and Twitter account simultaneously, chances are that your customers may find that using one service or the other is easier for them, depending on the individual. Once Facebook (or Twitter) becomes the preferred service of your customer base, Twitter is likely to fall to the wayside and vice versa.

One great way to dip your toe in the social media pool is to offer a survey to your social customers. These are usually much easier to conduct and complete on the customer’s side as opposed to the traditional (and oftentimes stale sounding) surveys offered over the phone. To give you an idea of which social media services to include on the survey, Facebook and Twitter are usually fairly popular. Google+ has its fans, though a March 2013 study by Nielsen Media Research found that the average Google+ user spent only six minutes and 47 seconds on the site, compared to the six hours spent on Facebook.

Once you’ve mastered one social media network, figure out which one would next be best to leverage or implement for customer engagement.

At the end of the day, though, always remember: slow and steady wins the social media race. Today’s advanced suite of call center solutions will get you to the finish line.

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