Social media has become a large part of how businesses communicate with customers. In fact, many customers have come to expect a social media presence from companies they do business with. Social media can benefit contact centers as well. Here’s how:
Better Customer Experience
Contact centers are one of the best examples of social media benefiting a business. By allowing customers to use social media to request support, they can limit the amount of people calling in. This reduces wait times and creates a better customer experience. If a problem is too complex to handle via social media, the issue can be escalated to the phone or email. However, the customer can at least receive a support ticket and not have to repeat themselves when they do speak to a live agent.
Furthermore, not only does the customer not have to repeat themselves, but they also won’t get bounced around near as much. Nothing annoys a customer more than getting bounced around from agent to agent until finally finding the one who can help them. If you use social media, you can get a more accurate picture of what the caller requires ahead of time. In short, it is a great filtering mechanism that can improve your call routing system.
Better Employee Experience
Customers want convenient service. However, sometimes employers forget that employees want the same thing out of their work experience. Your agents will become burnt out if every call they answer presents an annoyed customer right out of the gate. Customers will get more and more frustrated the longer they have to wait. By lessening wait times and getting callers to the right agent the first time, your agents won’t have to meet an aggravated customer each and every time they answer the phone. This not only increases their productivity but also their job satisfaction.