How to Choose the Right Social Media Platform For Your Call Center Goals

Today’s more advanced contact center offerings boast seamless and intuitive social media support, but that doesn’t mean they are necessarily easy for a contact center manager to leverage. Social media is not a one-size-fits-all type of strategy and, accordingly, neither is the type of social media you leverage to meet you contact center goals. Here are some tips and tricks to help you fully realize the benefits of each social media platform and ultimately whether it would be right for your business goals.

Twitter: Some of today’s most robust call center solutions boast social media support that enables managers to queue verbal strings on Twitter, such as when a customer tweets at a company’s handle. While this is the type of technology you should be eager to adopt – as it boasts strong text and article support – it won’t do much if your target audience isn’t active on the platform. The fastest growing demographic on Twitter is actually the 55-64 year age bracket. Does this fit your target market?

Facebook: Sure, there are over 1 billion active users on Facebook – the most out of any platform, which in itself is a benefit – but just how many of them are in the age range of the customer that you’re trying to optimally engage? Perhaps surprisingly, the 45-54 year age bracket is explosive for Facebook, having increased by about 46 percent. Facebook’s ability to tag other users, implement hashtags in statuses, and “like” things can be very advantageous for prompting agents to support excellent customer engagement. Could this apply to you?

YouTube: While YouTube is more video-based, it can still prove beneficial for engagement within the call center. Not only is the platform the second largest with around 900 million – providing you with a huge potential reach – but research has found that YouTube reaches more U.S. adults between the ages of 18-34 than any cable network. This is a pretty solid reason to consider leveraging the platform for achieving your contact center goals.

Click here to explore a related infographic by Social Barrel, which reveals more need-to-know stats about each social media platform.

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