Top 2 mistakes that can kill online customer service

Julie Pearl Published on March 11, 2015

problematic-male-businessman-plagued-by-angry-customers
The proper integration and execution of social media tools in streamlining online customer service has been a favorite topic in this blog. We’ve published a number of articles giving customer service tips to businesses seeking to leverage on the vast choice of social platforms where they can engage with the majority of their customers almost free of charge.
Since we’ve suggested all the essential must do’s, it’s time to present the don’ts of social customer service.

Using different tools for different functions


male-scientist-surrounded-by-broken-computer-hardware

Given that complaints and questions can come from everywhere, having an official account in each site is an ideal approach to web-based support. Aside from positioning points of contact on Facebook, Twitter, or any platform, it s even more helpful to route issues according to category. This means creating one handle solely for booking questions, one for delivery tracking concerns, and so on.

But if you assign a channel that s meant to be specific to one function alone, you d only go against the original purpose of taking customer service online, which is to make your brand more accessible and give people convenient means of contacting you. Think of the added confusion if you sign up on Facebook just to welcome tech-related concerns or open a Twitter account that s meant only for reservation transactions. If a customer on Facebook has a question about your store location, where would he forward his concern? And if he reaches out to the wrong account, he d either be ignored or get redirected to the correct channel, which only lengthens the ordeal.

Approval takes multiple steps


disgruntled-male-customer-hitting-bell-with-fist

It’s common practice for agents to seek the approval of a higher-up when handling a sensitive case. If it involves several departments, approval and reviews may go through different people, which will make the process take much longer. Of course, this means that the customer would have to wait longer, too.

People prefer to get assistance through social media because of its speed, so choose a platform or an approval system that maximizes time. Why not have a unified place where concerned teams can receive messages and keep track of transactions? This way, they’d have a real-time feed of how a case progresses and send approvals simultaneously. Better yet, train agents to own cases and make sound decisions on their own to lessen the steps.

As you can observe from the two pitfalls, the lack of integration can kill your online customer service. You d only defeat the purpose embracing social media if you set walls between departments or worse, between your brand and the public. The first steps to streamlining social customer support is choosing the right platforms and determining what functions to carry out there.

OABPO-Julie Author
As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
Join us on facebook
Open Access BPO 4 days ago
𝗕𝗿𝗮𝗻𝗱𝘀 𝗰𝗮𝗻 𝗹𝗼𝘀𝗲 𝗯𝗶𝗹𝗹𝗶𝗼𝗻𝘀 𝘄𝗵𝗲𝗻 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗳𝗮𝗹𝘁𝗲𝗿𝘀.
But it's not just about the money. Pushing customers away can deliver a crushing blow to your business.

Ready to stop the bleed and start retaining customers like a pro?
Dive into the insights here: https://buff.ly/yd1gmoE

----------
Elevate your #CustomerRetention game now!
Contact us today to outsource to a #CustomerSupport expert: https://buff.ly/pmLrIys

Learn more:
[𝐒𝐭𝐮𝐝𝐲] 𝐂𝐚𝐥𝐥 𝐂𝐞𝐧𝐭𝐞𝐫 𝐀𝐭𝐭𝐫𝐢𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐓𝐮𝐫𝐧𝐨𝐯𝐞𝐫: 𝐀𝐯𝐞𝐫𝐚𝐠𝐞 𝐑𝐚𝐭𝐞𝐬 𝐚𝐧𝐝 𝐂𝐨𝐦𝐦𝐨𝐧 𝐂𝐚𝐮𝐬𝐞𝐬: https://buff.ly/xeIJboo

#WeSpeakYourLanguage
#CustomerSupport #CSat
#OutsourcingCustomerService #CX
#CallCenterOutsourcing #CustomerExperience
Open Access BPO 5 days ago
Open Access BPO Manila recently injected a dose of fun and team spirit into the workplace by hosting a #CincoDeMayo celebration.

The event centered around a DIY nacho and taco station, where employees customized their own snacks. This interactive experience provided a relaxed and engaging setting for colleagues to connect and share in a unique way within the office environment.

Beyond the delicious food, the day also featured a series of lighthearted and friendly games. These activities were specifically designed to encourage interaction, collaboration, and a sense of camaraderie among team members from various departments.

The Cinco de Mayo event served as a refreshing opportunity for the OABPO Manila team to unwind, celebrate, and reinforce their positive working relationships.

#WeSpeakYourLanguage
#diversity #inclusivity
#CincoDeMayo2025
Open Access BPO 5 days ago
Ensuring an outstanding #CustomerExperience is an essential aspect of any business.

One way to enhance #CustomerSatisfaction is by outsourcing to a #CallCenter. You've heard of its many benefits, but are they enough to truly upgrade your #CX strategy?

Find out the answer in our latest blog:
https://buff.ly/tcM3hkg

——————————
Open Access BPO is your trusted partner to see your #CX strategy through.

Partner with us today: https://buff.ly/pmLrIys

#WeSpeakYourLanguage
#OutsourcingCX #CallCenterCX
#CustomerExperienceOutsourcing
#BPOCustomerService
Open Access BPO 11 days ago
𝗕𝗗𝗢 𝗮𝘁 𝗢𝗔𝗕𝗣𝗢: 𝗖𝗼𝗻𝘃𝗲𝗻𝗶𝗲𝗻𝘁 𝗕𝗗𝗢 𝗔𝘀𝘀𝗶𝘀𝘁𝗮𝗻𝗰𝗲 𝗮𝗻𝗱 𝗔𝗽𝗽𝗹𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗮𝘁 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗠𝗮𝗻𝗶𝗹𝗮

Open Access BPO Manila recently concluded an on-site event in partnership with BDO. Employees were able to visit the BDO booth in the OABPO office to learn about and submit applications for financial products such as credit cards, loans, and investment options.

This initiative highlighted Open Access BPO's dedication to enhancing employee financial well-being by bringing banking services directly to the workplace.

#WeSpeakYourLanguage
#IdeaHubOABPO
#OABPOonFinancialWellness
Open Access BPO 13 days ago
Your #CRM is the bedrock of exceptional #CustomerExperiences and enduring customer relationships.

To ensure this foundation remains strong, consistent maintenance and timely updates are crucial for sustained success

Visit our blog to learn about the potential pitfalls of neglecting your CRM and understand how to keep it a powerful asset: https://buff.ly/oct6pIg

——————————
Delivering the best #CX requires a dedicated team committed to exceeding expectations and ensuring #CustomerSatisfaction at every touchpoint.

Let's connect and see how we can empower your customer relationships: https://buff.ly/Y50WgZe

#WeSpeakYourLanguage
#CustomerExperience #CSat
#OutsourcingCX #CustomerService #CallCenters
#CustomerCentric #HappyCustomer
Open Access BPO 16 days ago
It's easy to focus on tech skills and language when hiring #CustomerSupport staff.
But are we missing those other qualities that truly make a #CustomerExperience exceptional?

What hidden talents separate a good agent from a great one?

𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝘀𝗼𝗺𝗲 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗯𝘂𝘁 𝘂𝗻𝗱𝗲𝗿𝘃𝗮𝗹𝘂𝗲𝗱 𝘀𝗸𝗶𝗹𝗹𝘀 𝘁𝗵𝗮𝘁 #𝗪𝗼𝘄𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗮𝗻𝗱 𝗹𝗲𝗮𝗱 𝘁𝗼 #𝗕𝗿𝗮𝗻𝗱𝗟𝗼𝘆𝗮𝗹𝘁𝘆: https://buff.ly/QGNxaJG

——————————
Our recruitment, training, and quality assurance best practices have helped transform our partners' #BrandExperience.

Contact us right now for heightened #CustomerExperience that sets your brand apart:
https://buff.ly/Y50WgZe

#WeSpeakYourLanguage
#CustomerExperience #CSat
#OutsourcingCX #CustomerService #CallCenters
#CustomerCentric #HappyCustomer