The use of social networks as a major distribution channel for customer service management
In large / medium and small business value and generating gaining momentum.
Depth Survey (U.S.) of 578 companies found that 34% of companies surveyed,
Use the new - Tools for managing the media leader in customer service for two years or more.
Companies that adopt customer service with new tools - Media,
Is expected to significantly improve customer relationships and make the product / service offering attractive.
New concept of using channels - customer service communication, firms can generate medium / small:
Such businesses (SMB ((small medium as "thin / flexible and profitable"
The use of new media for customer service management,
We will save Aofrtziit expensive service costs (such as a call center wide)
To respond to customer complaints from customers who are natural places (social media),
Get personal information, and compete successfully
Big business, big customer service centers based large extent, ownership patterns may change and transition management tools and new technologies are limited and cumbersome.
The survey results show four companies (Best Buy, Dell, JetBlue, LL Bean) trained to use the new - media management solutions to their customer service.
Here are some ideas (essay based on one of the four companies above) can help companies
On his way to the realization of managing customer service "digital"
Listen first ...
Listen Pain "and could lead to customers complaints value: Play brings empathy -" Something really want to help me .. ".
This is the best listening channels were - the media, where you will find a broad dialogue, feedback and potentially free expression.
How to work behind the scenes - not interesting for its customers ..
Looking to help customers not interested in answering ready platform provider / does not care what the dispatchers and other professionals who will give you the solution or alternative, what are the procedures that provide customer service provider - is as a simple process - the customer wants a solution to your problem! .
Example: human service centers / answering customers funnel between different service providers / voicemail options - obstruct the process of providing the service, and often end in an open service call can not be an answer.
New channel compared to the treatment - the media that matters - simple, permits, and returns a clear solution for the customer to choose.
Reading can open the service / technical reading the new channel - Media and apply the solution directly by email, SMS, direct response to Facebook (as an example) -, which opened the service call or a personal call.
Reading a service and provide the solution focus, serious feel valued customers with convenient turn once more,
Tell friends and maybe interested in buying a product / service offers the solution.
Seller: Do not bother to quell customer complaints ...
On failure serious problem / providing the service / product, you must provide a "go" for their customers, simple and clear explanation of the nature of the problem / how to handle it, to create empathy for cause temporary inconvenience to customers as a result of malfunction.
In this case the use of new media - in customer service can play two opposite directions:
Share explain the difficult customer (video, short post, image, etc) instead of "sweeping under the rug" dialog will open new media channels, will give customers creative solutions that can help provide troubleshooting / show tolerance and understanding.
Hiding the problem can lead customers to express their frustrations on the "walls" New tool - media, and prove to offer loyal customers can find antagonism When not show the true situation and prevent behavior useful to use a product / service purchased.
Tip doubt was one step ahead of customer service while promoting fault / problem and give an open auction.
Seller: Doug quality team to achieve the solutions ...
Provide a more effective customer service through a new tool - Media requires professional treatment team dedicated service representatives.
Care staff training and service personnel (which may be one person ..) delivers a new medium professional channel
Received call service (Facebook / Twitter / corporate website / blog then)
Increase motivation of customers to continue to implement the use of these tools,
Recommend to friends
And the call of service upgrade was a response to the potential purchase of the product / service.
The easiest is to make service calls sales team "on the road" (instead of train service personnel designated for this purpose ..), move very fast out as an error - the client knows exactly if the season had several forms knowledgeable service and therefore measures the success of the quality of service providers and reliable customers.
Summary and Conclusions
The use of new - client communication service certainly seems an effective solution as the leading ones: Facebook, Twitter,
And it is necessary to match the organization's service provider / supplier.
There are many tools New - Media (mostly free) can be used in the implementation of customer service, choice and commitment must be considered in each business according to their capabilities.
• The Company has not yet entered the field of social media / domain that is still in its infancy:
Besides teaching new domain - Media, hiring personnel,
I should add the issue of strategic management as a customer service leads / Investment
And generates commitment (Commitment) and high commitment among business customers.
• a business that has a presence in New - Media, and plan to add a service to its customers:
Use the wisdom of crowds proved more than once,
Even in this case: a brief survey of customer-facing business (which represents the wisdom of the crowd)
Question: What new channel - Media preferred customer service and the best answer to your questions?
Bring a clear picture what customers want, we recommend preferred business approach in service delivery and customer convenience.
