Successful call centers operating anywhere and supporting any industry leverage social media to game up customer support. Even a few years ago, social media was handled by a separate department, primarily digital marketing. However, today, two prime reasons for call center outsourcing are social media customer service and reputation management. In order to create stunning brand presence over social media, businesses are hiring call center experts who leverage social media platforms for answering services, appointment scheduling, promotion and marketing, and outbound campaigns.
Here are a few tips for call centers that are looking to provide better customer service via social media.
Define audience and identify goals
Each social media channel appeals to different set of demographic groups, have different purposes, and comes with varied strengths and limitations. For instance, Twitter is outstanding for public relations but inadequate for build stronger customer relationships, like Facebook.
Social media can drive brand recognition, stir brand interest, and perk up customer relationships. So, you should be sure about choosing the right platforms that are compatible with your goals.
Show empathy
Although AI is omnipresent today in a call center setup, customers feel more engaged when speaking to a human agent. Call center outsourcing service providers should be able to pay attention to customer’s problems. They should solve it independently – such as offering a discount or initiating a return and replacement. The use of empathy in call center services is very crucial during times of crisis. It will help build a loyal customer base that will bring dividends later.
Train your call agents to handle social media
Although there is nothing to train and everybody loves social media, you can ask your call agents to handle social channels’, learn best practices and usability to respond to customers, manage online reputation and generate leads.
A business should look for a call center outsourcing partner that uses digital platforms, mainly social media, to perk up customer service and generate relevant leads.
Highlight 24/7 availability
Out of sight
means out of mind! Don’t let customers forget you during the pandemic if you
have changed your way of offering services or selling products, from brick and
mortar stores to online websites. Don’t leave scope for assumptions; don’t let
customers speculate you are not present when you already are. Customers often
don’t contact a business because the business hours don’t match their
convenience. Besides, when you have a global customer base, 24/7 availability
is a must to avoid time-zone clashes. Update your business information in the about
section of your social media accounts. Mention phone integration with hours of
availability and website link. Most BPOs use digital tools and social media
platforms to make a significant presence among customers all the time. This
technique is similar to brain hammering marketing.
Conclusion
Social contact centers are the new cool in the outsourcing genre. They handle social media customer service, media domain services and manage reputation over digital channels, especially social media. Today, modern call center outsourcing providers integrate customer service and marketing with social media as a part of strategic and situational business move.
