Help Your Customers. Help Yourself.


March 14, 2012 by thatsocialmediathing

According to eMarketer, 46% of customers want to solve a problem when they engage with a brand via Social Media and 39% are looking to give feedback.

There are loads of advantages for a business to use Social channels for Customer Care, the main ones being:

  • Cost savings (it’s cheaper to answer a tweet than a phone call)
  • Customer satisfaction (customers can carry on with daily life while they tweet you about their issue rather than being tied to a phone)
  • Social Customer Care is scaleable and measurable

There are a few ducks you need to have lined up before you embark on this noble cause  though (according to this article on the Hubspot Blog)

  1. Get your messaging right
  2. How to deal with sensitive information
  3. Scaling your Care team across the business
  4. Communication style
  5. Measuring the ROI of Social Customer Care

The article also gives some great examples of companies who have done all of the above.


2 thoughts on “Help Your Customers. Help Yourself.

  1. andylmoore says:

    Just trying to get our contact centre over the line on this. Will forward for their delectable delight.

  2. Hi Andy,
    we have been doing this for a couple of years now with great success!
    I think it’s important to take a baseline measure of metrics such as:
    * number of calls coming into your call centre
    * main drivers of calls (billing, outages, etc)
    * sentiment
    That way, you can begin to measure the impact of your initiative. If you can then relate these metrics back to a cost/call or something like that….you’re winning!
    Good luck with it!

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Hi! I'm Fiona. I'm a Social Media Strategist and spend my days thinking, talking, challenging and doing. I believe in being the change I want to see and when I grow up I want to be me. Come and get chatty with me on Twitter or Linkedin. I hope you find some useful info while you're checking out my blog - thatsocialmediathing.

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