Connecting Social Media and Customer Service

Over the past decade, we’ve all witnessed as mobile technologies have ushered in the digital “brick-and-mortar” for many companies. From within those same mobile platforms, social media has evolved into another communication path for many people looking to connect with your brand.

As the eCommerce landscape shifts toward events like bigger Cyber Mondays and smaller Black Fridays, customers are expecting more from their service experiences online. From the initial transaction through the post sale interaction, social media as a communication bridge, remains a constant. With the right tools, social media can be another regular channel where customer relationships are forged, strengthened and even repaired.

In social, listening is not enough.

With a myriad of smartphones, tablets and laptops, savvy customers can go to Twitter, Facebook and other social media channels and express themselves by instantly sharing views about your brand with the world. It’s not just about monitoring chatter though. Customers are expecting a reaction, a response and perhaps resolution. A great social media tool not only monitors, but provides your teams with options for speed of response.

A speedy response from a social tool should include insight and context into the situation. Identifying a real customer or problem in social should be effortless and create better criteria for support agents to do the right thing for your audience. It should be personal.

Connect all things for Speedy Response.

Who owns the social customer journey? I doubt you would argue if we said that customer care is most effective when the entire business operates together. Think of all the insight and social data that could be used by other groups in the business to improve your customer satisfaction level.

Here at HelpSocial, we created the first platform to help the business ecosystem stay in sync with social data. We do this through our web, mobile app and a robust open API to scale social across disparate technologies and departments. Today, we’re helping companies across the globe understand their true service capabilities by providing tools that integrate social functions within their in-house apps. Whether a particular team needs the ability to monitor, respond to, analyze or inspect social interactions, it’s ultimately about meeting customers where they’re choosing to go.

The future of what social looks like should be driven by your imagination and customer needs – not limited by the tool(s) you choose to use today. We would love to know how you and your team think about this as you progress toward your goals for Social. We’d also love to show you the platform we’ve built and provide examples of how easy it is to support your vision for meeting your customers expectations.