That means making sure agents can respond to any customer interaction in the same friendly, effective and efficient way, whether they’re answering a call or replying to a frustrated customer on Facebook. That’s a high bar to clear, but one that offers impressive advantages: Get your omnichannel care experience right, and you’re 22x more likely to retain your customers.
But there’s a catch: social isn’t just a tool you can shoehorn into your call center. You must plan for it and choose technology driven by your business objectives.
See how these brands have operationalized social care:
Leveraging Lithium Social Media Management for Customer Service, Comcast reduced response times by more than 64%, kept resolutions 99% in-channel, and drove a year-over-year increase of in-channel NPS of nearly 30%.
Rogers worked with Facebook to become the first telecommunications provider in the world to offer customer support through Facebook Messenger. Their goal was to deliver a better experience for their customers and they saw a 72 percent increase in customer satisfaction in social media following the launch.
With the right preparation and software, social care teams can efficiently manage a crisis event while continuing to maintain day-to-day service levels: United Airlines’ service levels remained consistent when their daily posts rose to more than 250x normal volume.
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