Five Best Practices for Social Media Care - Slide 3

Email     |     Share  
1 | 2 | 3 | 4 | 5 | 6 | 7
Next Five Best Practices for Social Media Care-3 Next

Agents must be trained to respond in the character of the brand and the protocol and expectations of the channel. Most companies have communication guidelines that define the voice and tone of the brand. These guidelines are often intended for formal PR and brand communications, but can be adapted for social care training. The communication guidelines should be reviewed so that appropriate guidance can be created for specific channels. In addition, as stated earlier, people are currently writing about customer service issues and seeking written solutions. It is important that when agents respond they use appropriate grammar for the channel to ensure clarity of the response – a miscommunicated post can have broad repercussions if it goes viral.

A tremendous new customer service opportunity has emerged with the adoption of social media by consumers and the ability for companies to effectively listen to and track conversations about their brands. TELUS International calls this activity “social care,” and it’s defined as the efforts employees make through social media to care for customers. Interestingly, these efforts aren’t necessarily confined to traditional contact center agents working in customer service departments. They are finding some companies empowering not only their well-trained customer service representatives, but also a select group of engineers, product managers and even executives. Tapping into the larger talent pool is one of many strategies companies are using to provide positive customer experiences on the social Web.

Several best practices emerge from research conducted by TELUS International. Some of these practices are already being effectively employed at benchmark companies while others are underutilized practices that represent opportunities for companies to expand and improve their social care efforts.

More Slideshows:

Ten Apple Apps for BusinessApple apps to help increase business productivity.

Top Eight Features in Windows Server 8 Windows Server 8 is a technically sophisticated operating system that is crammed with features that bring many previously enterprise-only capabilities to small and mid-sized businesses.

Seven Points CIOs Must Know About the Board of Directors Seven areas that CIOs must understand and act upon in order to effectively work with the board.


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

More Slideshows

Media1-190x128.jpg 5 Ways to Boost Productivity with Content Automation

An effective content automation solution can ease the transition to a digital-first distribution strategy, helping companies preview and approve content across all platforms and media types. ...  More >>

Analytics19-290x195 How to Evaluate Predictive Analytics for Your Business

Predictive analytics uses past data to forecast outcomes and target the right prospects – a move that's redefining the use of data and insights in marketing. ...  More >>

Misc64-190x128 5 Ways to Patch the IT/Marketing Disconnect (and Thrive)

Five steps CIOs and CMOs can take to patch the IT/marketing disconnect and create a cohesive, efficient working environment. ...  More >>

Subscribe to our Newsletters

Sign up now and get the best business technology insights direct to your inbox.