Five Best Practices for Social Media Care - Slide 6

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Social care agents should embrace the idea of proactive customer care. They have the ability to reach out to customers before they become frustrated and dissatisfied about an issue. For example, a Best Buy Geek Squad agent posted information on Facebook about a new virus penetrating Mac operating systems. There were dozens of appreciative comments from customers for the proactive communication. A similar best practice is the use of your early support cases from other channels to spot problems before they become widespread on the social Web too. Contact customers before they contact you.

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.

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

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