When structuring the scope of your business and customer relationships, it’s essential to keep a proactive approach for delivering stellar customer service – especially when it comes to multiple communication channels. For example, there’s a huge difference in saying you’ll better track a list of metrics and actually pushing for it.
To this end, learning about what is happening in the lives of business partners in hindsight isn’t enough, as it doesn’t allow for the responsiveness needed to secure your place as an industry leader. What is necessary is fostering and entering into a continuous conversation by acting and responding to customer needs as they happen in real-time over every medium.
One such medium is social media, which enables users to develop relationships in a way that has meaningful business implications, not just a way to keep up with peers and friends. Forbes recently divulged in a related piece that “social media isn’t just a new tool in the arsenal. It is actually the beginning of a new relationship-building era.”
As a call center leader, make sure that your cloud contact center software boasts supreme social media support for not only improved customer experiences, but for accelerating internal communications, as well. Also, keep in mind the importance of prioritizing customer groups so that targeted communication can reach those that will benefit from it most and, more importantly, want to share the information with others. By carefully and personally interacting with a targeted client leveraging social media, an enterprise is able to exponentially increase awareness.