4 False claims about social media customer service

4 False claims about social media customer service

Faith Ocampo Published on April 26, 2016

tired-disappointed-female-employee-working-the-night-shift

Having a social media channel for customer service doesn’t mean you can just lie back and relax.

It wasn t long after social media platforms rose into fame when businesses started seeing their potential for customer service. Small business and multinational company owners are placing their bets on social media in their quest to outsmart competitors. These days, it s almost impossible to find a brand that isn t sailing along the bandwagon yet.
Nothing s wrong about this. After all, customer service success through social outlets has been proven many times by many brands. But the applause that social websites generate is enough to spark myths and questionable claims.
Unfortunately, this makes budding entrepreneurs susceptible to a lot of misconceptions about social media customer service. Among them are the following.

1. It’s a breeze.

“I mean, it’s just Facebook messaging and responding to comments, right?”

tired-employee-using-laptop

If you’re thinking along these lines, you’re headed for big trouble.

Like other customer service channels, social media must be used to provide a seamless, hassle-free customer experience. And that takes a lot of work. Being on Twitter doesn t guarantee high speed, and having a Facebook account won t automatically make customers happy. There are plenty of complex processes involved in social media services, such as data analytics and information security. Agents will also have to deal with confusing comment threads and negative feedback, which can rapidly circulate in the online world.

 

2. It’s a fail-safe strategy.

“Everybody s seeing great results. That means I will, too!”

frustrated-man-using-laptop

In business, no strategy will ever be fail-safe. There are risks involved in brands going online, although, admittedly, the benefits often outweigh the potential pitfalls. This, however, isn t an excuse to plunge into social media customer service without knowing what you’re up against.

Businesses must first come up with a solid and detailed plan that puts the spotlight on the customer experience. Other considerations are online customer retention strategies, agent-client communication guidelines, and contingency plans in case of reputation-damaging cases.

 

3. It’s a catch-all platform.

“It s all I need.”

frustrated-male-employee-removed-eye-glasses

The truth is, you still need your voice, email, and live chat platforms. If you have face-to-face support centers too, that s a huge plus. Don t take them for granted, because social media can t carry out all the functions that these other channels do. Voice services, for example, are great for customers who are experiencing unique and complex problems. Email, on the other hand, beats instant messaging when it comes to information retrieval. Lastly, live chat will always be useful in handling quick inquiries such as product rates or transaction details.

 

4. It’s free.

“It’s free and always will be.”

businessman-torso-pulling-out-empty-pockets

Signing up for an account on the most popular social media sites is, for sure, free. But that’s just the first step.

Aside from having an account, you also need applications to diversify your social media services. There are tools specially designed for analytics—these will allow you to extract useful insights from transactions in order to understand your market on a deeper level. Some tools also ensure that all notifications and messages are being tracked and noticed by your agents. While most of these aren t overly expensive, budget must be a major consideration in your social media strategy.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO15 hours ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO2 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO6 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO