Five Social Media Tools to Enhance Customer Service Response

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Next Five Social Media Tools to Enhance Customer Service Response-2 Next launched The Social Hub last year after acquiring social monitoring platform Radian6. The system uses customized keyword identifiers to extract customer service requests from more than 150 million social networks, blogs, forums and other sources. It scans for messages that combine #CompanyName, @CompanyName and brand mentions with customer service-related triggers. This includes generic words like “help” or “need assistance,” or specific phrases like “My cable is out.”

These requests are then automatically prioritized according to content and the customer’s purchase history and social activity level. A clothing company might, for example, place higher value on a key social media influencer or brand advocate who recently purchased $1,000 in merchandise, and bump his help request to the top of the queue.

Paul Mah has previously written about the use of social media and how it can affect the bottom line for SMBs. As he outlined in “Propel Your SMB Forward Using Social Media,” the rewards are real, though it certainly involves more work than setting up an account and then hoping that people will automatically follow you.

In the two years since he wrote that post, social media has gained even more prominence among consumers. Businesses, too, have hopped onto the bandwagon. Today, many companies have Facebook and Twitter accounts that are active and manned by savvy staffers familiar with the speedy and personal responses that customers expect.

And the strategy is working well, judging by the increasing customer interaction and participation that he’s personally seeing directed towards the social media accounts of various corporations. The ease of sending along a tweet or Facebook message means that customers are sending along more suggestions, questions and complaints through the various social media channels than ever before.

As the volume continues to rise, however, businesses may find themselves overwhelmed by the volume of interaction. Clearly, proper tools are needed to facilitate tasks such as properly delegating the conversations for handling by different team members, as well as ensuring that requests are properly queued to be addressed by employees in the customer service department.

On this front, Ashley Furness, an analyst from Software Advice, sent Paul a list of five suggested social monitoring tools that she put together for readers of SMB Tech. According to Furness, these tools will help turn social media “listening” into concrete customer service “action.” Her suggestions are reproduced in their entirety in this slideshow.


Related Topics : Cox Communications, Business Development, Contact Center Solutions, CRM Solutions, Database Acceleration

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