The Ultimate Shift to the Social Contact Center

By: Sofie De Beule

February 25, 2016

Whereas customers used to call your helpdesk at your contact center, they can now easily tweet away or send a Facebook PM and get a response in literally just minutes. Whether or not your traditional contact center is here to stay, customers will no longer put up with long waiting times and an impersonal service through email or phone. With 50% of customers preferring social to reach out to brands over any other channel, that number is only expected to increase. Unfortunately, a lot of customers are still left in the dark with poor customer service.

Why should you make the shift to a social customer care center?

1. Complex inquiries get a straightforward, timely solution. No matter what the complexity of your customers’ issues might be, 72% of customers expect a response in under an hour. If your company wants to live up to those expectations, they need to be able to act fast and with confidence, without being overwhelmed by the massive, ever-growing volume on social. With social customer service, you can actually live up to those standards with the help of SLA alerts that notify you when there are mentions in your inbox older than an hour.

2. Your customers’ time is being valued. Instead of being redirected over and over through the call center to the person most equipped to answer a specific question, that behind-the-scenes work is no longer your customers’ concern. Customers shouldn’t be worried about how your business is organized. With intuitive social care workflows, assignments, and message approval processes, an incoming message gets routed to the right person in just seconds without having to go through too much legwork.

3. It’s incredibly cost-effective. Did you know that it costs 5 to 10 times less to resolve an issue with social customer care than with phone or email support? Also, during key moments of truth like crisis situations, you can escalate easily and get your customer care agents quickly up-to-date. Ultimately, this will allow you to resolve issues fast and manage customer sentiment in a much smarter way.

4. Self-service customer support. When customers reach out to you through social, every response is public. For some companies, that can cause more damage than harm. However, when businesses use it as an opportunity to show off their great customer care skills, other customers can even learn from your responses. You would be surprised by how much your customers can learn from each other! Also, it’s much easier to direct people to your FAQ and help pages instead of having to follow up through email.

It doesn’t matter which channel your customers use to reach out to you, it’s key to deliver a consistent experience across all customer touchpoints and in every step of the customer journey. What customers most value is convenience, which is why social is now their preferred go-to channel. If you haven’t made the switch to a social contact center, now’s the time to consider it.

Do you want to make the shift and truly create an impact with social customer care? See live how our platform can help you with that.