Episode 70 – 3 Tips for Successful Social Customer Care

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A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

Brought to you by:

  • The Social Pack: Get on the inside to stay on the topside. Join today!
  • Telligent, a Verint Company: A leader in community software for  support communities and digital marketing. Its social software solutions help bring together modern collaboration technologies into a single integrated suite that includes social applications and social services that enable organizations to create communities of interest for their customers. Telligent’s solutions include both external customer and internal employee communities.A customer service community enables you to answer a question once and scale it to an unlimited number of customers.
  • MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com

Announcement: Free 30 minute coaching with me, this December only! Click here to schedule!

“People have really become the media.” – Sophie Clarke

Book of the Day: At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques – Frank Eliason

3 Tips for Successful Social Customer Care

Informed by: Clarabridge’s webinar The Rise of Social Care in the Digital Age with Sophie Clarke of the Rezidor Hotel Group (Radisson Blu, Radisson Red, Park Inn by Radisson, Prizeotel)

  • Planning
    • Be clear on how customers can interact with you.
      • Pin a tweet with a link to encourage DM’ing you to drive complaints to a private space
      •  use bio effectively
        • times
        • languages
        • transparency in what you can offer
    • Have a crisis communication plan in place (See Episode 42 – What to Include in Your Crisis Communications Plan)
    • Move from reactive to proactive communications
    • Be informed by setting up appropriate alerts
      • Use tools like CX Social to set up the right alerts so you can respond quickly
    • Be Engaging
      • it’s important to interact with people enjoying your brand
      • be flexible to let people engage and have a bit of fun when you can
  • Operational Tips
    • Tools
      • Make sure you really understand listening capabilities of your tool
      • Knowing you have to monitor a hashtag to get the data through
      • Setting up correct streams
      • Dedicate yourself to proper setup
    • Training
      • Make sure your team is properly trained
    • Implement Learnings
      • Use learnings to define the needs of your listeners.
  • Negative Feedback Tips
    • Respond Quickly
      • take conversation private for more detailed engagement
      • reply publicly to show eventual resolution
    • Be honest
      • Negative can be turned into positive
      • don’t make excuses
      • think about being in the customer’s shoes
      • people want to see empathy
      • build on human approach
    • Be human
      • Sign off with your name
      • try to have same person get back with them

 Sponsored by: Telligent, A Verint Company

  • Why Community? Why Telligent Community??
    • Customer support communities create a compelling return on investment and gives your customers the support options they want.
    • Telligent, now a Verint a Company, has been a leading social community platform provider since 2004.  There are few companies out there that can say that with a proven, profitable, and stable track record of success. Hundreds of communities are powered by Telligent Community and Telligent Community is trusted by some of the most demanding brands for its reliability, scalability, and security. It’s so well trusted, even mission critical government and defense programs use Telligent Community for engagement and collaboration.
    • In as little as 15-20 business days, Telligent Community can be implemented, configured, branded and launched.
  • Check them out at www.Telligent.com 


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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