While price will likely be a decision-making factor for consumers, customer care is quickly climbing the ranks. Providing customer service alone isn’t enough. For one, customer service is reactive and the connected consumer expects a rewarding experience at every turn. Secondly, customer care efforts must be proactive to create a loyal customer base. Here’s how to make customer support a top priority and futureproof your brand or business.
When we talk to companies about their social strategies, most are focused on sales. While this isn’t a bad strategy, focusing solely on sales through social media is lacking a modern and mature approach. Here’s where to set your sights instead.
It may be time to outsource social customer care. Many companies can’t keep up with social media customer care requests. Or they’re not able to fulfill the online customer service needs they get on a daily basis — even if they’re all positive. Or perhaps you just don’t know the difference between social customer care and social customer service. If this is you, keep reading!
Lately, we’ve been seeing an uptick in clients wanting to hire us using social media for customer care. In our world, that means helping the client fulfill their customer service needs through their social media channels. Because today’s world means you don’t have to dial into a call center. Or email support and wonder when you’ll get a reply. The connected consumer now has a myriad of channels at their disposal when it comes to getting help with their would-be or actual purchase. Is your brand/company prepared to use social media for customer care? Find out; read on!
At the beginning of this year, we decided here at B Squared to add Chatbots into our rolodex of client services. But before we’d announce this new service to our clients, we knew we wanted to create a few examples and test them out on our own social media accounts first. So in December of last year, before the new year came around, we spent some time creating a chatbot for our Facebook page, and a chatbot for our Twitter account. Historically, chatbots and automated messaging services get a bad rap. The experience is usually bumpy at best and when your conversation goes off course, it takes hours (maybe even days!) to get a human to follow up with you. With our mantra Think Conversation, Not Campaign in mind, we had a goal of creating a humanized chatbot for B Squared users, with as seamless an experience as possible. Here’s what went into creating our friendly little helper, Dude Bot, along with some tips that can help you create a more human chatbot for your own company!