Post by account_disabled on Feb 27, 2024 3:50:10 GMT -5
In the past two years, one of my main daily activities has been the management of social customer service on behalf of an important company active throughout Italy. They have been two complex years in which the widespread organization of work combined with the orderly management of flows and the flexibility of the dedicated team have made it possible to carry out an important and delicate activity which today is considered increasingly crucial for brands and companies. Social customer service today We can state without mincing words that social customer service is one of the fundamental services that users expect from companies; Offering immediate support and help to customers can help strengthen the relationship of trust between the parties. I report some significant data in context: according to research by American Express, 58% of consumers say they are willing to spend more on a product if the company offers good customer service. New Voice Media, on the other hand, lets us know that for 53% of consumers, a negative experience with social customer service represents an excellent reason to change company. Today, all things being equal, good customer support service is crucial for differentiating oneself from the competition , all of this remains valid as long as companies are willing to abandon old management methods and start experimenting with new, increasingly flexible approaches to internal work. and open.
Over the last 20 years, customer service has changed radically, above all Panama mobile number list because its most important players, consumers, have changed and the means by which they enter into relationships with brands have changed. social-customer-service-6 Source: parature.com The advent of social media and new means of communication, increasingly faster and more integrated into our daily activities, has created new expectations in customers. Here is a clear summary table that summarizes the customer's basic needs and how these have changed with the advent of new social platforms (original source: The revolution of social customer service , P. Fabrizio) social-customer-service-8 Source: The revolution of Social Customer Service, by P. Fabrizio Social Customer Service: what you need before you start Having clarified the context and the importance of offering a good service, let's see how we can use Facebook and the Business Manager platform to organize good customer support with the means we have available. I have built my personal experience on Social Customer Service entirely on Facebook so today I will focus only on this, however I believe that the management model that I have applied to my workflow can also be transferred to the management of an assistance service based on others channels, such as Twitter. Before starting, you need to do an analysis of the various social customer service services of your competitors.
What we are interested in knowing: what kind of comments they receive and how they respond what are the most frequent problems and how are they managed how long it takes to respond how they manage any post-assistance and that is, whether they envisaged a method of evaluating the service whether they have faced social media crises related to their products or resulting from a poor functioning of the service and what type of management they have put in place The results of this observation are used to create our personal management protocol , an indispensable document that describes the management flows of a fan page starting from the type of feedback that the company or brand could receive on social media. In practice, in my specific case, what I did was draw up a ranking of hypothetical "cases" such as: request for commercial information on products request information on the site contact information request problems relating to the site or application etc. For each one I described not only the management flow but also the response models that I collected in a document called "Standard responses". These templates serve as a guide for your answers and can be modified as needed. Manage message flow via Business Manager Working with Business Manager I realized how this tool is suitable and convenient for managing private messages. This is what private mail looks like: social-customer-service-2 Figure 1 – The private mail administration panel the gray box – here we have the internal search engine in which we can search by name or by message content, but we can also decide to filter the list of messages received both by reading status and by label yellow box – here we have the complete list of messages received blue box – panel for reading and writing messages, also contains a menu for sending saved contents (standard replies) and attachments orange box – here we find a summary with the main and public information of the user who wrote us the message green box – is the area where we can insert notes (visible only to administrators) and insert labels, very useful for managing messages.
Over the last 20 years, customer service has changed radically, above all Panama mobile number list because its most important players, consumers, have changed and the means by which they enter into relationships with brands have changed. social-customer-service-6 Source: parature.com The advent of social media and new means of communication, increasingly faster and more integrated into our daily activities, has created new expectations in customers. Here is a clear summary table that summarizes the customer's basic needs and how these have changed with the advent of new social platforms (original source: The revolution of social customer service , P. Fabrizio) social-customer-service-8 Source: The revolution of Social Customer Service, by P. Fabrizio Social Customer Service: what you need before you start Having clarified the context and the importance of offering a good service, let's see how we can use Facebook and the Business Manager platform to organize good customer support with the means we have available. I have built my personal experience on Social Customer Service entirely on Facebook so today I will focus only on this, however I believe that the management model that I have applied to my workflow can also be transferred to the management of an assistance service based on others channels, such as Twitter. Before starting, you need to do an analysis of the various social customer service services of your competitors.
What we are interested in knowing: what kind of comments they receive and how they respond what are the most frequent problems and how are they managed how long it takes to respond how they manage any post-assistance and that is, whether they envisaged a method of evaluating the service whether they have faced social media crises related to their products or resulting from a poor functioning of the service and what type of management they have put in place The results of this observation are used to create our personal management protocol , an indispensable document that describes the management flows of a fan page starting from the type of feedback that the company or brand could receive on social media. In practice, in my specific case, what I did was draw up a ranking of hypothetical "cases" such as: request for commercial information on products request information on the site contact information request problems relating to the site or application etc. For each one I described not only the management flow but also the response models that I collected in a document called "Standard responses". These templates serve as a guide for your answers and can be modified as needed. Manage message flow via Business Manager Working with Business Manager I realized how this tool is suitable and convenient for managing private messages. This is what private mail looks like: social-customer-service-2 Figure 1 – The private mail administration panel the gray box – here we have the internal search engine in which we can search by name or by message content, but we can also decide to filter the list of messages received both by reading status and by label yellow box – here we have the complete list of messages received blue box – panel for reading and writing messages, also contains a menu for sending saved contents (standard replies) and attachments orange box – here we find a summary with the main and public information of the user who wrote us the message green box – is the area where we can insert notes (visible only to administrators) and insert labels, very useful for managing messages.