--- title: We Are Fiber Blog - English | Social and customer care service description: Social and customer care service | We Are Fiber Blog - English version --- [![](https://www.wearefiber.com/hs-fs/hubfs/Risorsa%2037.png?width=273&height=90&name=Risorsa%2037.png)](https://www.wearefiber.com/en/) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) English - [Customer Service](https://www.wearefiber.com/en/customer-service-in-outsourcing) - [Ticket management](https://www.wearefiber.com/en/ticket-management-in-outsourcing) - [Digital customer care](https://www.wearefiber.com/en/digital-customer-care) - [Help Desk](https://www.wearefiber.com/en/help-desk-in-outsourcing) - [Chatbot](https://www.wearefiber.com/en/chatbot-in-outsourcing-1) - [Booking office](https://www.wearefiber.com/en/booking-office-outsourcing) - [Smart assistance](https://www.wearefiber.com/en/smart-assistance-in-outsourcing) - [Back Office](https://www.wearefiber.com/en/back-office-in-outsourcing) - [Data entry](https://www.wearefiber.com/en/data-entry-outsourcing) - [Data enrichment](https://www.wearefiber.com/en/data-enrichment) - [Document management](https://www.wearefiber.com/en/gestione-documentale) - [Logistic management](https://www.wearefiber.com/en/gestione-logistica) - [Order management](https://www.wearefiber.com/en/gestione-ordini) - [Process Management](https://www.wearefiber.com/en/process-management-in-outsourcing) - [Control room](https://www.wearefiber.com/en/control-room-outsourcing) - [Quality audit](https://www.wearefiber.com/en/quality-audit-in-outsourcing) - [Robotic process automation](https://www.wearefiber.com/en/robotic-process-automation-in-outsourcing) - [Outbound Marketing](https://www.wearefiber.com/en/outbound-marketing) - Industry - [Healthcare](https://www.wearefiber.com/en/healthcare-in-outsourcing) - [Ecommerce](https://www.wearefiber.com/en/ecommerce-in-outsourcing) - [Food delivery](https://www.wearefiber.com/en/food-delivery-in-outsourcing) - [Retail](https://www.wearefiber.com/en/retail-in-outsourcing) - [Finance & Insurance](https://www.wearefiber.com/en/finance-e-insurance-in-outsourcing) - [Mobility](https://www.wearefiber.com/en/mobility-in-outsourcing) - [Travel](https://www.wearefiber.com/en/travel-in-outsourcing) - [B2B services](https://www.wearefiber.com/en/b2b-services-in-outsourcing) - [Approach](https://www.wearefiber.com/en/approach) - [About](https://www.wearefiber.com/en/about) - [CSR projects](https://www.wearefiber.com/en/blog/tag/csr-projects) - [Knowledge base](https://www.wearefiber.com/en/blog/tag/knowledge-base) - [Governance](https://www.wearefiber.com/en/governance) - [Blog](https://www.wearefiber.com/en/blog) - [Careers](https://www.wearefiber.com/it/careers) - [Contacts](https://www.wearefiber.com/en/contacts) Posts about # Social and customer care service ## [Real-time chat: Customer Care that works](https://www.wearefiber.com/en/blog/2020/11/12/real-time-chat-customer-care-that-works) January 31, 2022 Many of us have, at least once, had the opportunity to **speak with a company through a chat**. Using... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/12/real-time-chat-customer-care-that-works) ## [Social Media Customer Service](https://www.wearefiber.com/en/blog/2019/06/20/social-media-customer-service) January 31, 2022 How do you know that a **company** is performing at the highest level? Well from the quality of the **...** [READ MORE](https://www.wearefiber.com/en/blog/2019/06/20/social-media-customer-service) ## [The classic that never dies: a toll-free number and telephone customer assistance](https://www.wearefiber.com/en/blog/2020/11/27/the-classic-that-never-dies-a-toll-free-number-and-telephone-customer-assistance) January 31, 2022 The most classic customer service is usually managed with a toll-free number through assistance... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/27/the-classic-that-never-dies-a-toll-free-number-and-telephone-customer-assistance) ## [The stages of outsourcing a customer care campaign](https://www.wearefiber.com/en/blog/2019/05/08/outsourcing-customer-care-campaign) January 31, 2022 **Outsourcing** one or more of a company’s services is a difficult decision. Most of the time, this... [READ MORE](https://www.wearefiber.com/en/blog/2019/05/08/outsourcing-customer-care-campaign) ## [Social customer care: what it is and why it is important](https://www.wearefiber.com/en/blog/2021/01/21/social-customer-care-what-it-is-and-why-it-is-important) January 31, 2022 For some time now, **social media** is no longer simply a virtual meeting place for users, but a real... [READ MORE](https://www.wearefiber.com/en/blog/2021/01/21/social-customer-care-what-it-is-and-why-it-is-important) ## [Techniques to improve customer care](https://www.wearefiber.com/en/blog/2020/11/02/techniques-to-improve-customer-care) January 31, 2022 Paradoxically, when a couple argues, it is a good sign, since it means that there is still mutual... [READ MORE](https://www.wearefiber.com/en/blog/2020/11/02/techniques-to-improve-customer-care) ## [Social Instant Messaging: More Than Just Customer Care](https://www.wearefiber.com/en/blog/2020/08/25/social-instant-messaging-more-than-just-customer-care) January 31, 2022 ** What is the fastest way that you know to get a message across?** [READ MORE](https://www.wearefiber.com/en/blog/2020/08/25/social-instant-messaging-more-than-just-customer-care) ## [The three macro-areas to be developed to make your e-commerce business take off](https://www.wearefiber.com/en/blog/2020/12/21/the-three-macro-areas-to-be-developed-to-make-your-e-commerce-business-take-off) January 31, 2022 Much of the market has moved from offline to online, where the flow of purchases has increased,... [READ MORE](https://www.wearefiber.com/en/blog/2020/12/21/the-three-macro-areas-to-be-developed-to-make-your-e-commerce-business-take-off) ## [Virtual secretary: because every company should have one](https://www.wearefiber.com/en/blog/2021/01/28/virtual-secretary-because-every-company-should-have-one) January 31, 2022 The **virtual secretary** is a service increasingly requested by companies, but also by freelancers. Of... [READ MORE](https://www.wearefiber.com/en/blog/2021/01/28/virtual-secretary-because-every-company-should-have-one) ## [Ticketing systems: what they are and how to make the most of them](https://www.wearefiber.com/en/blog/2021/01/04/ticketing-systems-what-they-are-and-how-to-make-the-most-of-them) January 31, 2022 For many companies, requests for support from customers are numerous and can occur at different... 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Using Messenger, Whatsapp, Skype or other platforms, you may well have thought you were talking to a real person, but in reality you have communicated your problems and your requests to a bot. Have you noticed? Presumably, 50% of you thought you were talking to an operator. The modern live chat, in fact, is equipped with intelligent technology that allows it to respond adequately to frequently asked questions. In addition, thanks to an automatic learning system, the bot is able to learn independently. Chat: responses to customers in real time For many companies, chats that respond in real time have become essential, especially in the case of sectors where it is necessary to build a direct relationship with customers. Problem solving in real time is a critical factor for improving the customer experience and the reliability of the company. The user who contacts the chat assistance cannot wait, which is why it is essential to have a sufficient number of resources to fulfill user requests and, if possible, to guarantee a 24-hour service. Cost reduction and increased revenue Live chat technology is also more convenient than telephone and email support. There is no need to pay for every call, pay for VoIP or for email accounts. Another reason why live chat helps reduce costs is that it allows operators to do multiple tasks at once. For this reason, companies can employ fewer staff than they normally would. Many companies that need high-performance conversational bots rely on external vendors, who can build solutions with greater expertise and lower costs. We Are Fiber specializes in customer care management with the use of cutting-edge technologies. Our services are flexible and tailored to the needs of the customer, for any sector, both in Italy and abroad. Do you want to know how to create a live chat and implement the service according to your needs? Contact We Are Fiber to find out about all the solutions available for your business.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Real-time chat: Customer Care that works", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Customer-service-chatbot-1024x576-1.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/12/real-time-chat-customer-care-that-works", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "How do you know that a company is performing at the highest level? Well from the quality of the product or service of course, but not only. Nowadays there are multiple characteristics that improve the overall experience of customers. The most important one is the correct implementation of Social Media Customer Service. Customer Support is in constant evolution with the development of technology. For instance, Social Media have made it both tougher and easier for companies to provide the best customer support. Social platforms brought a big change into society and they have revolutionized the way companies interact with their customers. The number of worldwide accounts increases day by day. For example, Facebook has 2.38 billion users at the moment and it is expected to reach the 3 billion landmark by 2021. In a word, those are 2.38 billion potential customers, of which 1.5 billion sign in every day. As one of the biggest communities, it comes with a lot of opportunities, but are you taking advantage of them? Let's find out. What is Social Customer Service? Instead of being just a place to connect with friends and family, Social Medias provide a platform for potential and existing customers to reach out to brands and seek help when they have queries, issues or concerns. There are many different platforms like Facebook, Twitter, Instagram, Linked In, etc. Furthermore, each one of them has numerous different ways you can interact with. Initially, you have chats and messages but also with comments and posts. Just imagine that you have an X company which operates in all of the above mentioned social media. Each of them has it's own communication channel and for sure, you will be receiving queries from all of them. Customers need to feel that you are always ready to answer their problems, standing by in the corner. You can use social media to give the impression as if they’re talking directly to the company. Maybe it won't be easy to respond to every single comment, but if you reply constantly, customers and clients will notice. Much more than just Social Media Customer Service Without being social, it will be just a media. In fact, it is much more than just answering queries and concerns. Social Media Customer Service should be about relationship and loyalty building, which can only be achieved by reaching a high response rate. Most importantly, it allows you to create a brand customers can rely on. If you leave good impressions constantly, the word is going to spread. Why is Social Media Customer Service different? We all know standard Customer Service like email management, call handling or website chats. Companies use direct lines where their clients can contact them and resolve their issues. On the other hand, Social Media Customer Service is completely different and it has its own approach. Your clients are already there. They will come by your business and if you don't provide effective service paired with a positive attitude, they will go to your competitor. Social Media has empowered customers so much. They can either make or break your brand's name so fast you won't notice. Now they can choose the communication channel themselves and time is not anymore on companies favor. Customers expect faster answers if you want them to become a regular client. Equally important, companies can deal with multiple customers at once. Giving support over the phone requires a lot of time as every customer takes his/her own time to describe their issue. Anyway, with the emergence of social media, the agents can handle multiple customers at the same time. In addition, they can easily manage cases with customers that face the same issues by posting the solution on a public forum. Social Media allows public customer interaction. Sometimes they want to share their problems on online platforms, especially social media. Businesses cannot hamper with their brand image in public. These type of queries need immediate action to solve the problem. It gives you the opportunity to show how helpful and highly responsive you are. This is free marketing that will help you create a positive impact on potential customers. How to manage Customer Service. Initially, you should start considering social customer service as a priority. As we mentioned above, the number of users is almost half of the world population. So more and more customers, new or existing, are going to approach your company through social media. Customer Service is the backbone of your company and in the near future, Social Media will become the backbone of your Customer Service. You need to set up a social handle team. Social Service needs special care from focused agents to manage all queries. Customers expect solutions for their issues as quickly as possible, so a dedicated campaign is a must. You can either hire your own team or you can choose to outsource it to another company that is specialized in that area. Be proactive and creative. In a market with so much dynamism and so many similar companies to yours, you have got to make your voice heard. Be creative with your Customer Care, especially with public interaction. Don't be a 'robot'. Instead, try to properly understand every issue and then provide a faster and satisfying solution. Potential customers will notice that you care. And to finish it, you should consider implementing omnichannel platforms. An omnichannel approach will help you gather customer quires from all channels of Social Media that you are present in. This will make the job much easier. Omnichannel organize all quires into a single queue so you don't miss any of them. We Are Fiber Here at We Are Fiber we will take care of your social media presence by implementing a campaign that will deliver effective social service. We Are Zendesk partners as well. We use the Zendesk omnichannel platform to manage all of our e-commerce campaigns with the highest efficiency. By merging our experienced human force with the latest technology we can deliver qualitative outsourcing solutions for your business. Do you want to know more how we handle Social Media Customer Service? Would you like to understand who we are and what is our vision? Well, contact us now and we will be more than happy to have a conversation with you! Contact us here or via the following methods: info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Social Media Customer Service", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/social-media-support-300x200.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/06/20/social-media-customer-service", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "The most classic customer service is usually managed with a toll-free number through assistance with telephone contact. Even this traditional service has to be as efficient as possible in order to be successful. This is why it is essential to guarantee an active service 24 hours a day, 7 days a week. Very often, however, companies with their own resources are unable to provide this type of assistance, or simply do not have high-performance technology available. The costs associated with activating an assistance service which is always available are high and it becomes difficult to find qualified agents and operators in your area. For this level of service, it is essential to look outside and consider an outsourced call center service. Do you want to discover the benefits of outsourcing your customer service? Why outsource customer support Customer care services manage all activities to provide assistance to your customers, by providing a team specialized and trained in active customer management, who can give immediate answers in the pre-sale, sale and post-sale phase. The tools used are shared and structured in a flexible manner after careful analysis of the business needs and target audience. Communication via telephone contact is personalized and telephone usage has a dedicated toll-free number. Here are the benefits of outsourcing telephone customer support: Cut costs and increase earnings Companies that manage customer contact in-house often have to deal with very high costs. With outsourcing, it is possible to convert fixed costs into variable costs. In addition, you no longer need to invest in employee training or expensive technology. Outsourcing customer service to a trusted vendor can help save on capital expenses and increase operational flexibility. Qualified operators available The companies specialized in outsourcing have a dedicated and ad hoc team at their disposal to better manage customer service. Depending on the industry, dedicated staff will be chosen on the basis of their skills and abilities. Increase efficiency and competitiveness Outsourcing ensures that customers will get the help they need when they need it. This, in turn, will increase satisfaction, and improve the customer experience. Focus on value activities Outsourcing customer care allows a company to focus on core business and higher value activities. This ensures that such businesses leverage the power of outsourcing and always stay one step ahead of the competition. Outsourcing telephone customer support with We Are Fiber We Are Fiber offers a quality customer support service, including constant technical support, a toll-free number, ticketing, and instant messaging. We can boast of a continuously updated and trained multilingual staff and a 24-hour service with maximum availability whatever the time zone. A good customer care service also includes the flexibility of work shifts and support for internationalization, to help your business grow in other markets and countries. The five primary customer care services that We Are Fiber offers are: a help desk, customer service, ticketing management, social instant messaging and a booking office. Share your company values with us, and we will answer your customers' questions for you, across all your channels, such as technical support, instant messaging, ticketing, and a toll-free number. We always guarantee you a quality service, consistent with your brand essence. Contact We Are Fiber and find out how to create an effective customer service to promote your business. Contact us!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The classic that never dies: a toll-free number and telephone customer assistance", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/numero-verde_-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/27/the-classic-that-never-dies-a-toll-free-number-and-telephone-customer-assistance", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Outsourcing one or more of a company’s services is a difficult decision. Most of the time, this approach is considered as a loss of power and control. Therefore, identifying a suitable and trusted partner is of key importance. A Customer Care Campaign on the other hand, when outsourced, it includes among others the management of the campaign by the outsourcer. Many businesses have found this factor to be a strong influencer to increase efficiency while focusing on their core businesses. Hence, together with the low operational costs, have been between the most important reasons for optimizing the businesses. Below you will find a detailed explanation of the stages related to the outsourcing of services. It includes 3 phases: preparation, execution and new activities. Customer Care Campaign : Preparation Once the client has found the required outsourcer, it has to follow certain procedures to make the handover of all processes and the management of activities. It doesn't matter what kind of outsourcer it is. The common component needed for a successful collaboration is related to building trust and close cooperation between parties involved from the early stages. Therefore, to have a productive relationship the first step should be well executed. The preparation phase consists of the exchange of the necessary information. Furthermore, it is important to set the desired standards and requirements of the parties. Being transparent since the beginning of the collaboration is directly related to a healthy partnership and positive expected outcomes. From the outsourcer perspective, the process starts with the collection of the information followed by the analysis of the customer needs. Then it goes deeper with the understanding of technical exigencies. This is in terms of the coordination of the IT infrastructure to come up with the necessary strategies for the optimization of the processes. Furthermore, the client and the outsourcer define the identification of roles, the timeline, and specifics of the recruitment processes. During all these activities, it is important to always report on the progress and to make the necessary adjustments. Thus, an operational roadmap consisting of a shared activity calendar could be an important tool to keep track of all the developments. Execution The preparation phase is just the first contact and first plan or draft to get into the real work. The execution phase emphasizes value delivery. Usually, it starts with the training activities and ends with the analysis of the results. For instance, the outsourcer designs a clear guideline for all the situations that may occur to the outsourcer. It includes the analysis of the volumes received, Key Performance Indicators, emergency plans, and escalation levels. These elements are crucial for the maintenance of the Customer Care Campaign. On the other hand, as already planned on the preparation phase, the outsourcer executes the technical tests to make sure the qualitative and effective continuity of the activities. In addition, the training of the personnel is very important as they will represent the image of the client. Therefore, the outsourcer presents careful and dedicated customized programs to the recruited individuals. In addition, it structures the training based on the requirements of the client and the experience of the outsourcer. When everything is made clear and seems to be alright, it is entered into the Go Live stage where the start of the agreed activities is developed. This start also indicates that the monitoring capabilities should be at the maximum to understand all the problems and activities that were not predicted during the planning phase. Everything should be demonstrated in the reports that are shown to the client on a weekly or monthly basis. These reports give a hand to the decision making, therefore, their accuracy is of high importance. New Activity Every activity is part of a chain of reactions. For instance, having the results obtained in the previous stage is crucial to give life to new strategies and point of views. Without reports and specialized analysis, it would be difficult to result in profitable situations. In this stage, the relationship between the client and the outsourcer is more consolidated. Therefore, it is time to seek new opportunities to go forward with it. Given the trustworthy and qualitative service, the client may understand that there are other activities it wants to outsource that the outsourcer can help with. Therefore it starts a preparation phase for the new activities followed up by the identification of the new set of services and the last one, the evaluation of results and business needs while identifying opportunities for improvement. All these stages are necessary to reach maximum satisfaction of both parties involved in the contractual relationship. The interested parties should make a careful evaluation of a transparent and productive process. Synergy is the most important thing to have a qualitative customer care campaign. Hence, investing time and resources is vital to make sure the customer experience is positive. We Are Fiber At We Are Fiber, we are very keen on details and customer-centered. We strongly believe in our capacities to serve the clients in the best way possible. Our philosophy stands on providing qualitative services as a derivative of a consistent and close relationship with the client. The above-mentioned phases are the foundations of our processes and proof of our structured services. Receiving a customer care campaign is very important for us and we have the necessary experience to adapt to customers' needs. If you find our services and the outsourcing stages to be a perfect match for your company don't hesitate to contact us via the following methods. We are open to any kind of requirement you may have, and we are convinced to find the golden ratio in the potential partnerships. info@wearefiber.com Phone (It) +39 02 42 10 11 22 Phone (Uk) +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "kristina", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/kristina" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The stages of outsourcing a customer care campaign", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/email-customer-care-300x200.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2019/05/08/outsourcing-customer-care-campaign", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "For some time now, social media is no longer simply a virtual meeting place for users, but a real marketing and communication tool for companies and brands. In this context, social customer care was born, which differs from traditional customer assistance precisely because of its social character. Before understanding what social customer care is, it is appropriate to analyze the exponential growth of social networks. Facebook boasts over 2 billion users, Instagram has tripled its number of subscribers in recent years, and Whatsapp and Messenger have recorded an unparalleled rate of growth. By analyzing consumer behavior, companies can obtain valuable information for their marketing campaigns, but can also provide a social media customer care service tailored to the needs of their customers. To request information or support on a product or service, over 60% of users rely on the social pages of a brand. Do you want to understand how to make your company social ? Contact us! Here at We Are Fiber, we have developed social customer care strategies that are perfectly suited to every need. The definition of social customer care Social customer care can be considered as a customer service provided on social networks, such as Facebook, Instagram and Twitter, where the brand is present. All the social media customer care best practices are therefore relevant, such as managing requests and questions from users. It differs from traditional assistance, based mainly on the collection and management of consumer data, as it offers a further flow of more updated and detailed information coming from social networks. Where and how to provide customer care services on social networks A large part of online commerce passes through social networks, where being present is equivalent to being visible. It would be preferable to have a company profile on each social network, but this is not always possible, especially for small brands and companies. To provide a satisfactory social media customer care service, it is therefore advisable to employ those platforms most used by your customers, so as to optimize internal resources. Better to be present on one or two social networks, but to guarantee an effective and proactive assistance service, than being present on numerous social networks, but without being able to answer customer questions effectively. If a brand is present on social media, consumers expect to be able to interface with the company to ask questions, solve problems and satisfy curiosity at any time. KPIs of customer care in social media marketing Social network customer care is of fundamental importance for a company, but it is advisable to know the KPIs (key performance indicators) that determine the success or, on the contrary, the failure of the service offered. There are three fundamental criteria to be met: speed, familiarity and resolution. If customer care via social media is not guaranteed, it risks turning into a boomerang. Modern users want everything immediately, so when they turn to a brand on social media, they expect a comprehensive and relevant response within 60 minutes. Companies must therefore organize themselves to guarantee feedback and responses in a short space of time, using modern technology that includes chatbots and social customer care software, capable of independently managing each request. Secondly, users don't like to be treated as numbers and, specifically, they don't want standard answers. Instead, they like personalized answers based on the specific needs of the moment. The presence of a trained and professional staff of dedicated operators is therefore required, able to bring out the human component of the company. The last point concerns the resolution of issues. Customers not only want quick and immediate answers, but also definitive ones, that is where the business is capable of solving the problem once and for all. For this reason, it is important to keep track of the most frequent critical issues, in order to remedy them without having to deal with them periodically. Social media and customer care: the strategies to be adopted Each company must draw up a personalized strategy, including the tools to be used to respond to customers and a plan to manage all moments of crisis. As mentioned, staff must be suitably trained and prepared to better manage the service and understand the company protocols, so as to provide adequate and structured answers. Negative comments and complaints do not necessarily have to be viewed in a negative light. However, on social networks it is preferable to move communication to private channels, such as chat, email or telephone, to try to solve problems. In this way, customers appreciate the care and attention that the company pays them and are more prone to become loyal. At We Are Fiber, we have implemented and optimized performing solutions for every need when it comes to social customer care. Contact us!", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Social customer care: what it is and why it is important", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Social-customer-care_-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/01/21/social-customer-care-what-it-is-and-why-it-is-important", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Paradoxically, when a couple argues, it is a good sign, since it means that there is still mutual interest. Likewise, it could be a good sign when a customer complains, since it implies that he or she has high expectations of that particular company and therefore demands quality services. If, on the other hand, a customer does not have high expectations of a company and is not satisfied with the service obtained, that person will often simply quietly leave the company and no longer purchase the products or services. This way, you will lose customers without even knowing why. This preamble is necessary to emphasise the importance of customer care, where satisfying the needs of consumers means retaining them and transforming them into customers. If you wish to know how to improve customer care, just contact us at We Are Fiber. We possess all the necessary tools to meet the requests and needs of your company. Next, we’ll analyze the best techniques to optimize customer care, so stay with us. Explanation techniques: the importance of a structure A fundamental aspect of customer service is the explanation given to customers, which must be founded on an orderly structure for efficient and transparent communication. A structured explanation is perceived more clearly by people, who thus consider that they have received adequate support and obtained the answers they require. Let's take an example and assume you have 30 books to divide into a library. If you place them in bulk on the shelves, you will have a harder time finding the book you need quickly. If, alternatively, you order them by name or category, you can immediately find the book you need. This is a trivial example which demonstrates how important it is to implement a structured method. One of the most popular explanation techniques, especially in sales, is the problem-solution-benefit scheme. Firstly, the problem that afflicts the user is reiterated, followed by an outline of the ideal solution and why this is a fitting response. Finally, the advantages and benefits of that particular product or service are listed. Another common technique is the so-called ELI5, an acronym for “Explain it like I'm five years old” or “explain it to me as if I were five”. Of course, this does not mean that you must use childish language, but rather terms that are simple to understand and not excessively technical, especially if the user is not familiar with the subject. How to empathize with the customer Empathy is another priority aspect for establishing a good relationship with the customer and optimizing customer care services. You have to put yourself in the customer's shoes to understand their discomforts and why they are angry or upset. Looking at things from another point of view often helps to better appreciate the issues faced and have a broader perspective in this regard. Several techniques are available when it comes to empathizing with the customer, where one of the most popular is the so-called HEARD (hear, empathize, apologize, resolve and diagnose) framework, used and perfected by Disney. In the “hear” phase, you simply have to listen to the customer without interrupting, giving the person the opportunity to expose the problem and also to let off steam. The second phase, “empathize”, is necessary so as to identify with the client, demonstrating that the company has taken charge of the request, where establishing an emotional and almost friendly relationship is critical. In the third phase, “apologize”, it is essential to provide an apology to the customer for the disservice. Apologizing is equivalent to an admission of responsibility, which is followed by immediate action aimed at solving the problem. In the fourth phase, “resolve”, the problem is solved, preferably in a short or reasonable space of time. If there is a delay, it is necessary to communicate this to the customer in a communication context that is always transparent and direct. Finally, diagnose is a crucial phase to implement. It is not enough to fix the problem, but you need to understand why it happened. Figuring out the source of the issue makes it simpler to predict such issues and thereafter prevent them, so raising the level of customer satisfaction. Interrogation techniques During the customer support service process, whether by phone, in person, or via chat, it is important to use the right interrogation techniques to gather useful information in order to solve a problem, or sell the ideal product based on the user's needs . A distinction must be made between open questions and closed questions. Open questions are used to collect general information, so as to have a complete overview of the context. Closed questions, on the other hand, ensure direct answers, which helps to hone in on the problem and possible resolutions. In addition, suggestive questions assist with guiding the client in a specific direction, ensuring that he or she makes every decision without forcing things. Furthermore, verifying questions are used to support your hypothesis about the challenge or issue at hand. For example, if your customer complains about a site that is excessively slow, you might assume that the disservice is due to upload images being too large. So, simply ask what type of photo he or she uploaded to validate or otherwise discard your hypothesis, in order to proceed by exclusion until the problem is identified. We Are Fiber knows all the techniques around to improve customer care and we use only the most modern technological services. Do you want our support? Just contact us and together we will find the ideal solution to give your company wings. Email: info@wearefiber.com Telephone (It): + 39 02 42 10 11 22 Telephone (United Kingdom): + 44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Techniques to improve customer care", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Work-stress-1024x576-1.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/11/02/techniques-to-improve-customer-care", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "What is the fastest way that you know to get a message across? he answer that will immediately come to your mind will be Whatsapp, Messenger, Telegram or Instagram. Namely, all instant messaging apps. In these applications, the response time is around a few seconds, and they are among the most popular and widespread communication methods. The main reason? They perfectly meet the need for instantaneous feedback. With instant messaging, a one-to-one conversation of great value is activated, increasing the brand’s positive perception. How to reach customers with social instant messaging Once you have chosen the platform closest to the company's objectives, you need to think about the right strategy. Not all instant messaging apps respond in the same way and need to be adapted to your business model. To create a winning strategy, you need to intercept customers based on their preferences and what is most comfortable and convenient for them. Using instant messaging channels, a company can offer assistance in real-time The downside of managing instant messaging is to provide optimal service; you will need to allocate dedicated resources to monitor, control, and respond instantly to your customers' messages. If you are unable to respond to requests in real-time, the consequence will be a sort of boomerang that will lead to the loss of the customer and a reduction of customer satisfaction. How to Manage Your Social Customer Care Customer Service is the backbone of your company, and as already mentioned above, this service needs attention from operators dedicated to handling various requests from multiple platforms. When the customer sends a request through a Social App, a resolution is expected immediately. The solution is to form a team of dedicated people or outsource the service to a company specializing in the sector. We Are Fiber boasts extensive experience in the management of Social Instant Messaging services, and the implementation and integration of platforms that we call omnichannel. An omnichannel approach will help you to collect customer inquiries from all your chosen Social Media channels. In this way, customers receive fast and practical assistance, and your company can keep track of requests and understand your customers better. We Are Fiber takes care of your social media presence. Thanks to our partnership with Zendesk we manage omnichannel campaigns with maximum efficiency. By combining our experience with the latest technology, we can provide quality outsourcing solutions for your business. Contact us to learn more Our experts can help you define your business goals and the best outsourcing strategies for you. info@wearefiber.com Telephone (it) + 39 02 42 10 11 22 Telephone (United Kingdom) + 44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Social Instant Messaging: More Than Just Customer Care", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Social-Instant-Messaging-1-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/08/25/social-instant-messaging-more-than-just-customer-care", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "Much of the market has moved from offline to online, where the flow of purchases has increased, especially after the Covid-19 pandemic. Having efficient and structured e-commerce in place is therefore the first step for a winning company. Various technologies have appeared on the market that allow for the optimization of e-commerce features that facilitate the work of operators and fully satisfy the needs of consumers. If you want to know which technologies are most suitable for your company, you can contact us at We Are Fiber. We have been operating in this sector for several years and have implemented cutting-edge solutions capable of automating and speeding up processes, guaranteeing maximum productivity and a significant reduction in waiting times, which translates into crucial economic savings. The cornerstones for a fully functional e-commerce site, capable of responding to the increasingly demanding requests of customers are: Help Desk, Social Instant Messaging and Data Entry. A Reliable Help Desk to Resolve Problems Quickly To support customer inquiries adequately, you need a reliable and efficient Help Desk to identify and resolve problems. This way, you can provide constant support to your customers, both before and after the sale. The Help Desk is divided into first level and second level. In the first level, an operator responds to a customer's support request and solves the problem. If the operator cannot do so, he or she passes the issue on to a team of specialists. In the second level, the specialist solves the problem or guides the user to the most suitable procedure. The advantages are obvious, as you reduce time and costs, with less investment to acquire technological and process know-how. You can reduce the huge flow of phone calls or support requests via the web, solving the problem in a short period of time and without waiting for the user. Your employees can thus concentrate on their core activities, without wasting time on tasks for which they do not have sufficient skills. Your staff will feel valued and will be able to operate with peace of mind, making the most of their primary skills and competences. Social Instant Messaging: The Chatbot Revolution At the turn of the 90s and the beginning of the new century, the main channel of real-time assistance was the telephone. Today, communication channels have multiplied and it is possible to interact with your users through instant messaging services with social networks, apps, emails, site chats and SMS. In this way, you are always there for your customers, who can communicate with your company using the method they prefer. Of course, you have to structure your assistance service through Social Instant Messaging according to the habits of your users. Millennials and Generation Z, for example, prefer Whatsapp or Instagram, while the over 30s are more oriented to conversing via Facebook or email. However, there is a tool that everyone agrees on: chatbots. This is software capable of holding a conversation on the web, as if it were a human being. Through machine learning, the chatbot is able to learn new notions and information automatically, which it uses for future chats. Being robots, they are active 24 hours, providing continuous assistance. Chatbots are trained to answer the most frequently asked questions in a standard manner but, based on the customer's instructions, they can also customize the answers and thus provide useful information. Data Entry: How to Channel the Enormous Flow of Data Every day, companies collect a huge flow of data, which is difficult to manage. However, the data contains extremely valuable information, which should be extrapolated as quickly as possible. This is achievable as a result of Data Entry services that simplify access to non-digitized information, proceeding with the digitization and transcription of data. This reduces the percentage of errors and, because of the principle of scalability, it is possible to address changes in volume if requirements shift. With regard to e-commerce, Data Entry services update the products in the shop, the price list, offers, promotions and shipments in real time, providing the customer with an efficient and orderly online showcase. It also improves the performance of the website, which is much smoother and simpler to navigate, thus starting the important customer loyalty process. Finally, thanks to the CRM (Customer Relationship Management) service, customer data and contacts are acquired, as well as updates of personal data changes, so as to better target customers and provide “ad hoc” proposals according to every need. If you want to see your company take off and make the definitive leap in quality, we at We Are Fiber are ready to put our experience at your service. Submit a request to speak to one of our experts. Email: info@wearefiber.com Phone (It): +39 02 42 10 11 22 Phone (UK): +44 20 38 70 44 08", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "The three macro-areas to be developed to make your e-commerce business take off", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/tre-macro-aree-1024x576.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2020/12/21/the-three-macro-areas-to-be-developed-to-make-your-e-commerce-business-take-off", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "The virtual secretary is a service increasingly requested by companies, but also by freelancers. Of course, you cannot be contactable 24 hours a day, with the risk of missing important phone calls or emails. Perhaps, at certain times of the year, you have to go out of town for business appointments or for personal reasons, without being able to provide minimal support to your customers. It is in this context that the online virtual secretary comes into play, an application that answers on your behalf when you are in a meeting or on the phone. Virtual secretary software replaces you when you are busy, giving each client the importance they deserve. In this way, you can improve customer satisfaction in your company, adopting specific solutions to be at your customers' sides at all times and provide them with an adequate level of support. What is the virtual secretary? The virtual secretary is an active service every day of the week, including Saturdays, Sundays and holidays. In practice, you have a secretary available whenever you are busy or you cannot guarantee your availability. What does the virtual secretary do? Everything a real secretary would do, such as: answer phone calls; reply to messages on social pages and messaging apps; reply automatically with pre-set messages to normal or certified emails; organize the company according to free timetables; fill in forms for the tax authorities or the public administration. In addition to the traditional virtual secretary program, we at We Are Fiber combine other extremely useful services that make the most of new technologies. Chatbots, for example, are able to interact with users and hold a conversation, as if they were human beings, guiding people to solve a problem. For whom is the virtual secretary useful? There are several professionals and companies that use this service. For example, the virtual secretary is widespread in medical offices. Very often doctors are forced, for various reasons, to move their patients' appointments. This task is entrusted to the virtual assistant, who frees the doctor from work that is not within his or her sphere of competence. Even for a lawyer, the virtual secretary has become invaluable, and, in general, for all professionals who need to send urgent communications to their clients or make appointments. Between races to court and timetables to be respected, lawyers do not always have the time to carry out these operations, which are entrusted to an online assistant. In addition, the online virtual secretary is useful for real estate agents, who have to communicate new sales or purchase opportunities to their customers, or for condominium administrators who need to send urgent communications. The virtual secretarial service is also essential for companies, especially those smaller businesses that do not have a great deal of staff or who simply want to cut unnecessary costs. The advantages and benefits of applying a virtual secretary The use of a virtual secretary optimizes the time available, as it independently manages the business or company when you or your staff cannot do it personally. The advantages can be summarized as follows: relief from bureaucracy; possibility to focus on the company's “core business”; no risk of missing important phone calls or emails; continuous customer support; better agenda management; possibility of always being informed about what is happening in the company; 24 hour availability. How does the virtual secretary work? To choose the best virtual secretary, We Are Fiber provides you with an extremely flexible program that adapts to your times and needs. Our up-to-date and professional staff will help you set up your voicemail, defining how to manage phone calls and appointments, what message to pre-record to answer calls and emails, who to send messages to, etc. You can always stay in touch with your virtual assistant, via email or a dedicated app. At any time, you can alter the settings based on changing personal or company needs. According to your preferences, you can make use of an automated process which acts as a dedicated resource, where a punctual and even multilingual service is put at your disposal. The costs of a virtual secretary How much does a virtual secretary cost? It naturally depends on the type of services you intend to request. One thing is certain: with our system you can cut fixed costs, thanks to the payment method that provides for remuneration based on the time worked. For example, if you have a tourist business that works exclusively in winter, or in summer, you can request the service for the duration of the time necessary, achieving significant savings that translate into profit. Would you like to know more? Contact We Are Fiber to overcome all limits and enter a world of opportunities.", "author" : { "@type" : "Person", "name" : "marzia", "sameAs" : "", "url" : "https://www.wearefiber.com/en/blog/author/marzia" }, "dateModified" : "31/01/2022", "datePublished" : "31/01/2022", "headline" : "Virtual secretary: because every company should have one", "image" : { "@type" : "ImageObject", "height" : 400, "url" : "https://f.hubspotusercontent-eu1.net/hubfs/25104942/Imported_Blog_Media/Virtual-secretary_-1024x576-1.jpg", "width" : 750 }, "mainEntityOfPage" : "https://www.wearefiber.com/en/blog/2021/01/28/virtual-secretary-because-every-company-should-have-one", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://25104942.fs1.hubspotusercontent-eu1.net/hubfs/25104942/Risorsa%2037.png" }, "name" : "", "url" : "www.wearefiber.com" } } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "articleBody" : "For many companies, requests for support from customers are numerous and can occur at different times and on different channels. Managing these requests with traditional systems is almost impossible, with the risk of not being able to process them in time. Customers hence feel little considered and begin to lose confidence in the company. The final result is inevitable: loyalty dwindles and the customer turns to another company. This problem can be solved with effective help desk ticketing software, which speeds responses, reduces errors, provides efficient customer service and simplifies operators' lives. If you want to equip your company with a valid ticketing service and optimize customer service, contact us at We Are Fiber. We are equipped with the most modern technologies, able to adapt to every need. What is a ticketing system? A ticketing system is a computer system designed to record and manage all requests for assistance or problems submitted by users. It is connected to a database that collects information on customers, products and services provided, and all phases are monitored and managed, from reporting the problem to its resolution. The management of a request follows a far streamlined process, which provides clear answers to users regarding the process and timing of the outcome. The operators themselves can act with a more complete overview, which allows them to provide clear and precise answers in the shortest possible time. Why choose a multichannel ticketing system? As mentioned, requests often come from different channels and the risk is not being able to manage these correctly. A ticketing system collects all the support tickets from different channels, and then organizes them in a single tab. Agents can thus answer questions from the same tab, regardless of the channel used. All communication is entered in an intuitive and easy-to-use interface, so one is able to reply to different email addresses. In the same way, it is possible to communicate with customers on the various social networks, possibly setting certain keywords. To offer more customer support, you can use live chats to better understand consumer needs. If the problem requires more attention, simply convert the chat to a ticket. Modern ticketing tools also allow you to use cloud telephony, making and receiving calls directly from within the help desk. All phone calls can be archived, monitored or transformed into tickets. An improvement in the user experience Proper customer management is a fundamental factor for the success of a company. Customers need to feel cared for, and above all, they expect quick and effective answers in the context of complete and efficient assistance. For example, it becomes tedious for a customer to present the problem every time he or she uses different communication channels. By taking advantage of the previous tickets submitted by customers, operators can quickly ascertain the problem and understand the context in which to intervene. Problem solving is thus far more speedy. According to recent statistics, most consumers prefer to use the web’s self-service ability to solve problems quickly. This is certainly a factor to exploit for companies that, by offering users the possibility of finding answers to their questions independently, can eradicate intensive and oftentimes useless work. It is therefore advisable to create an archive containing the most frequently asked questions, or a blog with tutorials on the most recurring problems. If customers cannot find the solutions to their problems, they can always contact customer support according to their preferred channel. Leaner and simpler work for operators Operators must have as much information as they can, to work efficiently and with as little stress as possible, so improving productivity. Therefore, there must be a clear hierarchy, which explains and identifies who manages a particular ticket. Intelligent automated systems allow you to assign the ticket to specific agents, who have the right technical skills to solve a problem in a short period of time. Multichannel ticketing systems permit you to monitor the performance of customer service, measuring satisfaction and identifying strengths and weaknesses. It can happen that some problems take longer to resolve than others or that they often occur at certain times of the day. With the right tools, it is advisable to take the necessary countermeasures, creating customer reports if necessary and planning interventions. Ticket management can be shaped according to the needs and guidelines of your brand, thus supporting the growth of your business, without upsetting its strategies. For more information, We Are Fiber is at your disposal to boost your business. 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