Gone are those days when customer complaints were mostly anonymous and in-house matters. If there is any singular aspect that can define these modern times in all its colors and shades, then that has to be the experience called ‘social media’. Imagining daily lives without logging in to sites like Facebook, Twitter, and Instagram is simply an improbable scenario for anyone even slightly acquainted with internet. |
Among the many benefits that such forums of organic interaction have brought to the society, there is always that shade of concern of something negative going viral all over the internet. As customers do not have to wait for anyone’s permission to post an unpleasant support call, it can be a disastrous scenario for branding management. This is also an intersection field between SEO and call support, so there is a lot to verify before choosing the suitable call center partner.
It is obligatory
You simply cannot avoid the connection to be social nowadays. If you have a service website, it is rather obligatory to mention your Facebook and Twitter pages apart from the 24/7 support numbers and email. As it is there, early precautions must be implemented right in the training phase so that no bad call spills over to the social pages, in front of everyone. Usually, people do not take disputes upfront on the internet before talking directly with the support executive. Even if they do, it is always possible to respectfully redirect a dissatisfied person from the internet to the customer care phone numbers. Therefore, the imperative focus must be on training the social media customer support team well, capable of handling any situation.
Things to say
Although anyone who has the slightest idea of how phone support works is aware of these things, yet it is surprising how glitches still continue to show up as hectic disputes. A caller staff must be always ready to receive inquiries PATIENTLY, from the beginning to the end, and should never miss the customary greetings to the point. Still, you should be inquiring whether the training includes confirming full satisfaction from the customer in the end. In outbound projects, the employees at the call center have to be proactive in approaching the phone numbers with well-defined sales objectives.
In these callings, one can actually provide the social media information proactively as well as a mark of trustworthiness and reputation. Inbound processes are practically more vulnerable to things going over to social media, and one should be sure that nothing like that eventually happens. Anyone getting in touch for a product or package inquiry or any troubleshooting issue must receive appropriate response and follow up.
In any case, there should be dedicated provisions for social media customer service at your outsourcing partner. Any issue that shows up something pertinent and visible in front of everyone must receive immediate redress from experienced people. There are some things you simply cannot do there, and that also includes simply deleting someone’s complaint on your page. Always remember that the moment it goes online, a lot many people already seen it and taking it down only proves that claim was true. Instead, the person handling this social page must be competent to resolve all issues to the benefits of everyone involved. You must have the ability to turn a possible disaster into a positive experience.
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