Enhance Customer Experience with Social Media
Customer Experience
With the evolution of social media, consumers increasingly expect real time response over social channels. Organizations that don’t respond to social inquiries in real time can find themselves in embarrassing situations, as the silence is there for the public to see. To ensure support inquiries and pertinent questions are being answered accurately and in a timely manner, organizations need to invest time and resources to scale and become efficient in providing a positive customer experience. Using social media allows for fast, personal responses to a customer base on the platforms where they prefer to communicate. Social media simply augments a business’s ability to help their customers as expectations of responsiveness continue to rise.
The Spredfast Approach to Customer Experience
Social Inbox: The Social Inbox enables organizations to keep a pulse on social mentions, conversations about products and services, and any other conversations happening that may impact the ability to provide a better client experience. Directly within the Social Inbox, organizations monitor all the major channels such as Facebook, Twitter, YouTube, Flickr, Google, and Blogs. As relevant inquiries filter in, Spredfast users can respond directly, schedule content for the future or assign team members to help better assist customers.
Workflow: Ensuring that inquiries are being responded to accurately is of the utmost importance, and working on larger teams can add an additional layer of complexity to this. Spredfast users can flag incoming inquiries and triage responses through the platform to coordinate the best response possible with team members. Metrics can also be gathered to monitor how the process is working and how team members are performing.
Content Library: Coordinating what available content or acceptable answers should be communicated publicly can be a time consuming exercise for employees working in customer care. To make responses consistent, repeatable and quick, Spredfast users can make use of the Content Library where approved images, documents, and videos can be housed.
