When done the wrong way, social customer service can have some pretty significant setbacks. For instance, if you’re going to neglect customer tweets at your account, then you’re going to appear too busy to consider their needs. Or, if you only favorite and re-tweet posts from other high-profile brands or individuals, then you’re inevitably going to appear pretentious. Maintaining a social presence is a delicate balancing act – one small slip and all of a sudden you’re not sure how to get back up on your two feet.
Now you may be wondering, “What’s the biggest social media mistake a company can actually make?” Thoughts of measuring your social media efforts, conversion rates, platform utilization and more may creep to the forefront of your mind; however, at the end of the day, the biggest social media mistake any competing brand can make is the simplest one. It would be not having a social media account or plan in place.
There are two parts to this equation. The first is creating a social media plan and the second is actually sticking to it.
With 33 percent of customers currently preferring to contact a company via social media than by telephone and customers being likely to spend over 20 percent more if they receive good customer service via social media, you simply can’t afford to sit by without a proper plan in place.
For the contact center, the first step to securing an unbeatable social media plan is to sift through today’s varying call center solutions and invest in one that comes fully equipped with social media support. This includes such things as queuing verbal strings on customers’ Twitter posts to more strategically define your account campaign. Click here to start exploring your options today.
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