Consumers expect a consistent, high-quality customer service experience no matter how they choose to connect.
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.
What do you need to know to operationalize social care?
- Implement a workflow built for social customer care
- Ensure seamless bot automation
- Automate conversation routing and prioritization
- Control unexpected volume spikes
- Resolve issues in channel
- Coordinate agent processes
- Establish real-time service level monitoring
- Integrate agent-level reporting
- Measure and report on customer satisfaction
- Connect social with the core business
“With the right preparation and software, social care teams can efficiently manage a crisis event while continuing to maintain day-to-day service levels.”
Real Results from the Front Lines
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.