Social Customer Care New Year’s Resolutions For 2016

By: Sofie De Beule

December 11, 2015

As 2015 draws to a close, people are not only reflecting on the past year, they have started looking to the future. They’ve started creating 2016 to-do lists, finalizing their budgets for the upcoming year, and anticipating the trends for the new year in the hopes of having a leg up on competition.

We’re excited to welcome the New Year too! But before you go off to your families and friends to celebrate the holidays, plan what your strategy will be for next year. To help,  we’ve compiled a list of top customer care team resolutions for 2016 to inspire you to create your own.

1. Don’t Put All Your Eggs in One (Twitter) Basket

In the early days, Twitter was king of social customer care. Recently, we’ve noticed more and more companies starting to focus on other channels too. Multichannel customers value one-on-one conversations and prefer to be helped out through the channel of their choice. While it’s really important to be really good at one thing (instead of doing an okay job on other channels), for 2016, decide to broaden your horizon, take the plunge, and take on customer care through other social channels. You can no longer just provide the service you yourself are comfortable with– you need to bring your A game.

2. Make Customer Feedback Really Meaningful

Now that you’re starting to get social customer care right, it’s time to really start differentiating yourself. Good social customer service is great, but taking it to the next level and delivering on a superior customer experience is even better. So what does this mean for your business? Close the loop with your customers! Use the valuable customer feedback you gather through social to anticipate your customers’ wants and needs. Instead of trying to win the hearts of your customers each conversation at a time, make sure you can gain a real competitive advantage by understanding the customer journey.

3. Become Truly Customer-Obsessed (Even If You Think You Already Are)

In 2016, instead of focussing on vanity metrics, focus on the KPIs and analytics that really matter, and discover and resolve underlying issues your customers are struggling with. Create useful dashboards, send out tailored reports across the board, and host frequent meetings with other departments to share knowledge within the team. Instead of claiming you’re a customer-centric organization, actually be one.

4. Help Your Customers Help Themselves

This past year, you might not have given your online support center the love and care it needed. Make it a top priority on your 2016 to-do list to update your support pages and provide quality self-service support. Increasingly customers are solving their issues on their own. Doesn’t this sound like music to your ears? Imagine how many dollars you’ll be able to save too.

When planning for the next year and making your New Year’s resolutions, prioritize on your customer first–no matter what industry you’re in. Make sure you have the valuable information about your customers gathered through social at your fingertips so you can understand their wants and needs, and become obsessed with delighting them at each touchpoint.