Episode 224 – Features to Look For in a Social Customer Service Engagement Platform

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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:

  •  Catch me on Twitter! @FSaucier

  • New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“Social media is not about the exploitation of technology but service to community. ” – Simon Mainwaring

Book of the day: Successful Social Media Customer Service: How to Handle Complaints, Delight Fans, and Create Brand Advocates – Andrew Macarthy

7 Features to Look for in a Social Customer Service Engagement Platform

  1. Channels: – Facebook, Twitter, public forums, private forums, Instagram, Google+ YouTube, LinkedIn, Blogs, Reviews, FourSquare, TripAdvisor (beta), etc.
  2. Tagging: see (Episode 24 – Post Tagging Strategy).
    1. Geography US
      • State
      • City
      • Outside the US
    2. Type of Post
      • Question
      • Trouble Report
      • Compliment
      • Complaint
    3. Category of Post
      • Billing
      • Technical
    4. Source of Post
      • Facebook
        • Public
        • PM
      • Twitter
        • Public
        • DM
      • Instagram
      • Google+ (yes some people still use this)
      • Community Forums
    5. Keywords of Interest
      • Specific Product / Service Names
      • Event Names
      • Persons of Interest
    6. Post Status
      • Conversation Initiated
      • Conversation Ongoing
      • Conversation Closed
  3. Integration:
    1. Ability to integrate knowledge base content
    2. Ability to integrate community forums content
  4. Workflow:
    1. Push workflow/autoassign/skill based routing
    2. Guards against cherry picking
  5. Emergency Dashboard:
    1. Event Notifications
      1. X Mentions
      2. X Time Period
      3. X Geographical Area
    2. Notification Delivery
      1. Banner in the tool
      2. Email to leadership
      3. App notification
  6. Forecasting
    1. Volume
    2. Staffing Needs
    3. Costs associated
  7. Security

Brought to you by:

    • 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 service 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 of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
    • 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.

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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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