The traditional customer service model has call-centres at the core; responding to inbound customer queries. This call-centre may (but probably will not) report into marketing. It may (but probably will not) be engaged in outbound calling. It may (but probably will not) be connected to the organisation’s social media activities; listening or responding to real time queries online.
If this situation describes your customer-service model, then it may be time to up-tool and up-skill some of your customer-service team such that they are ready and able to deal with customer queries in the multiplicity of environments in which those queries are being raised; online – as well as on the phone. And in the process, transform the function from customer service (speak when spoken to) to customer engagement (proactively seek to assist, whenever it is appropriate to do so).
At Scoop Social we recommend and train on a platform that allows for multiple participants to listen and respond to queries raised on key social platforms from a single, collaborative centre. It enables queries/responses to be allocated to participants and for moderators to see what has and hasn’t been effectively addressed. It allows for extensive and well filtered keyword searching to ensure you are seeing the comments that impact your brands without being overwhelmed by clutter that does not.
To find out more, please call us on +612 8006 1616 or email us.
