147: Private Social Media for Customer Service

Direct messaging and chat are growing as part of social customer service. Omnichannel may soon mean much more than you thought! Are you ready?
Customers expect more from social customer service Social platforms have been growing and evolving as a means for customers to provide feedback and resolve issues. We often think of these as public channels, but customers are discovering new rules and features that allow them to contact you directly via Facebook, Twitter, WhatsApp and more.
As this trend continues to grow, it’s becoming a whole new responsibility. Do you have the time or resources to respond fast enough? Is your staff prepared to handle one-on-one chats? You may not be offering live chat on your website, but your customers may still be expecting it on Twitter!
Don’t start scrambling for ways to turn off these features just yet. How you handle omnichannel customer service can have a huge impact on satisfaction and loyalty, good or bad, and private channels are no exception.
Listen in as Adam and Jeannie discuss how to turn these new challenges into opportunities.
Related Content 360Connext® post, 5 Reasons Social Customer Service is Still Subpar
Customers That Stick® post, Social Media Customer Service with Jay Baer (Video)
Episode 136: Jane Anderson, Customer Service for Personal Brands
Episode 035: Ramon De Leon, Word of Mouth Supergenius
Sponsor message:
EXCELLERATE SERVICE 2016 promises to be an inspiring, engaging, & educational 2-Day conference focused on & dedicated to 5-Star Customer Service! In addition to the amazing content you will receive over the 2-day event, you will also be contributing to our larger vision of raising funds for Three Square Foodbank, a subsidiary of Feeding America, who serve food insecure residents in Southern Nevada.   EXCELLERATE SERVICE 2016 is all about customer service and service to a broader community. If you have a passion for service excellence and a heart for service, then this event is for you!   To learn more, go to http://www.excellerate2016.com/  
Take care of yourself and take care of your customers.
Learn more about your ad choices. Visit megaphone.fm/adchoices

Direct messaging and chat are growing as part of social customer service. Omnichannel may soon mean much more than you thought! Are you ready?

Customers expect more from social customer service

Social platforms have been growing and evolving as a means for customers to provide feedback and resolve issues. We often think of these as public channels, but customers are discovering new rules and features that allow them to contact you directly via Facebook, Twitter, WhatsApp and more.

As this trend continues to grow, it’s becoming a whole new responsibility. Do you have the time or resources to respond fast enough? Is your staff prepared to handle one-on-one chats? You may not be offering live chat on your website, but your customers may still be expecting it on Twitter!

Don’t start scrambling for ways to turn off these features just yet. How you handle omnichannel customer service can have a huge impact on satisfaction and loyalty, good or bad, and private channels are no exception.

Listen in as Adam and Jeannie discuss how to turn these new challenges into opportunities.

Related Content 360Connext® post, 5 Reasons Social Customer Service is Still Subpar Customers That Stick® post, Social Media Customer Service with Jay Baer (Video) Episode 136: Jane Anderson, Customer Service for Personal Brands Episode 035: Ramon De Leon, Word of Mouth Supergenius Sponsor message:

EXCELLERATE SERVICE 2016 promises to be an inspiring, engaging, & educational 2-Day conference focused on & dedicated to 5-Star Customer Service! In addition to the amazing content you will receive over the 2-day event, you will also be contributing to our larger vision of raising funds for Three Square Foodbank, a subsidiary of Feeding America, who serve food insecure residents in Southern Nevada.   EXCELLERATE SERVICE 2016 is all about customer service and service to a broader community. If you have a passion for service excellence and a heart for service, then this event is for you!   To learn more, go to http://www.excellerate2016.com/

 

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices