HR Management for CX

Best social media monitoring practices

Social media has been embraced by Call centers for many reasons. It lets them have a bigger voice, they can capture customer information better and help call center teams use their time more efficiently. Even with all the benefits, many centers shy away from social media because of the fear of not being able to control and monitor their center as efficiently. Rest assured centers, there are techniques to help you navigate and manage the world of social media.Social media has been embraced by Call centers for many reasons. It lets them have a bigger voice, they can capture customer information better and help call center teams use their time more efficiently. Even with all the benefits, many centers shy away from social media because of the fear of not being able to control and monitor their center as efficiently. Rest assured centers, there are techniques to help you navigate and manage the world of social media.

Best social media monitoring practicesBest social media monitoring practices


Balance

It’s important to manage social media interaction with clients. On one hand, you don’t want to neglect a customer, yet you don’t want to come across as spammy. Both are ineffective. It’s important that thought goes into creating a level of engagement and brand awareness with the customer. Try to build personality and appear ”human” to them. Invite them to chat with you, call, visit your Facebook site or send an email to encourage participation.

Implementation

How you actually incorporate social media into a center takes time. Yet, it’s important to develop a strategy that focuses on your goals. For example, if you want to improve the customer experience, how will social media help? Or which tools will your agents use to interact with the customers? Sit down and actually take the time to come up with a plan, it’s worth the extra work.

Training

Just about everyone knows how Facebook, Linkedin and Twitter work. And in most cases, you simply have to improve their process. So, it’s important the the agents in charge of communication are well-trained in your thought-out strategy and policies.

Listening

To effectively meet your customer needs, it’s important that you have a solution to detect and monitor when your customer is talking about you in their social channels. To help filter out some of the chatter, some of the best monitoring tech out there can actually detect key words. This lets you be proactive and get to the customer sooner. Another great strategy to group your customers together is starting a social community in Facebook, Twitter etc. Customers who see others complaining/complementing your center will be more likely to speak up, and speak the truth.

All call centers have different needs, which means there isn’t an exact path to follow when monitoring social media. Yet, the social tool is such an important (and growing) tool, that call centers would be doing a disservice to themselves to not implement it.

What monitoring practices have worked for you?

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