Why you should manage Customer Care through Social

What is Social?

The answer to this question has many answers.  Social platforms allow us to communicate, sell, share, leave reviews or search for people or products, but among the most critical uses of Social Networks for a business is being able to "take care of the customer". A company who uses social media knows that it takes daily management of private messages, comments and requests, and that an immediate and constant response is considered invaluable for positive customer experience.  

Social media is transforming customer service, particularly in the call center industry

Whether it is resolving concerns, escalating channels, helping to reduce incoming calls, or promoting positive customer feedback, social media gives call centers more tools to measure the sentiment of their callers and deliver information in real-time. 

So what are the most effective ways to manage Social Customer Care?

Social media customer service is becoming ever more important as customers require your business to interact with them on the social platform of their choice. Customers expect to have customer service regardless of the time of day, month, year or preferred contact method. Thus, call centers focused on social media customer service are essential for managing customer interactions promptly. 24-hour social media customer service agents can help monitor all customer interactions with your brand, whether on Twitter, Facebook, Google or other networks, and can help correct a negative customer experience on the social media platform of their choice. Alternatively, they can use outbound calls to solve the customer problem immediately.

Is your company ready to manage customer care through social media?

Customer service is the backbone of your business and shortly, social media will become the backbone of your customer care.For this to happen successfully, it becomes necessary to create a social management team. 

Social customer support service needs dedicated attention from its operators when managing all requests. Customers expect solutions to their problems as quickly as possible, so a dedicated campaign is a must. A company can hire the resources or outsource it to a company specializing in the sector.

Company customer care outsourcing is the best solution for small and large companies in terms of efficacy, economic return, and brand reputation.The web, and increasingly, social networks, are the preferred channel for users to make contact with brands. Consumers come to Facebook, Twitter, Instagram, or Pinterest for products or services and want to find the answers to their questions without changing platforms.

The customer wants to be able to view the online virtual showcase, access the best purchasing advice and support, and receive post-sales care.

The 2.0 consumer is enterprising and looks for quick answers in real-time, and brands that want to withstand the impact of competition must listen to requests and satisfy them quickly and efficiently

Relying on those who have experience and expertise means having the security of quality customer care management in compliance with KPIs and increasing customer satisfaction, all of which translate into significant economic returns.

At We Are Fiber, we are experts in providing Social Instant Messaging services, and with our omnichannel approach, we help companies to collect customer requests from all Social Media channels. 

We Are Fiber takes care of your social media presence. We are also a partner of Zendesk, thanks to which we are able to manage all e-commerce campaigns with maximum efficiency. By combining our human experiences and strengths with the latest technologies, we can deliver quality outsourcing solutions.

Do you want to know more about how we manage Social Media Customer Service?

Request a consultation; our experts will analyze your business and offer you the best solution.

Email: info@wearefiber.com

Telephone (It): +39 024 210 1122

Telephone (UK): +44 203 870 4408