Episode 154 – Social Customer Care Technology

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A Tech Tuesday Episode. All things Technology related to providing digital customer service.

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The Socially Supportive Podcast is Part of the C-Suite Radio Network.

Announcements:

“Create a definite plan for carrying out your desire and begin at once, whether you are ready or not, to put this plan into action. ” – Napoleon Hill

Book of the day: Doing Digital Right: How Companies Can Thrive in the Next Digital Era – Louis Lamoureux

Social Engagement Tool Checkup

  • Definition of Social Engagement Tool Checkup (According to Frankie): Do you still love your social engagement tool? Are you sure? This checkup helps you decide.
  • How do I know I need to do one? If you answer Yes to any of these questions, you need one.
    • Have you had your social engagement tool for over 6 months?
    • When your leaders ask you for information do you say “we can’t get that” frequently?
    • Do you struggle to identify what caused spikes in your volume?
    • Do you struggle to identify your cost per transaction?
    • Are you able to automatically filter out spam?
    • Do you hide from your leadership team when they ask how much longer before you figure out whether the team is making or costing the company money?
    • Does your jaw hit the floor when you’re on meetings with other leaders of social care teams who tell you all the cool stuff their tool can do?
    • Are you wondering where all these meetings are with other people who do what you do, and you didn’t know that was a thing?
  • How do I do a Tool Checkup?
    1. Make a list of everything you said yes to above
    2. Add anything else that you wish you had
    3. Make a list of features that are currently important to you
    4. Ask yourself:
  • What Should I Look For?
    1. Channels pulled in – Facebook, Twitter, public forums, private forums, Instagram, Google+ YouTube, LinkedIn, Blogs, Reviews, FourSquare, TripAdvisor (beta), etc.
    2. Tagging: see (Episode 24 – Post Tagging Strategy).
    3. Ability to integrate knowledge base content
    4. Ability to integrate community forums content
    5. Push workflow/autoassign/skill based routing

Jobs

Who’s Doing it Well?

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    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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