Was sind die häufigsten Herausforderungen und Fallstricke des Social-Media-Kundenservice und wie überwinden Sie sie?

The expectation of instant gratification and those that see them as internet famous makes for difficult communication, but those would be the exception, where those using social media, dedicated chat space or other electronic communication show the initiative that indicates a desire to resolve the debt. We must be prepared for the harder contact and the easy, which is a balance that dedicated training will be able to bring to fruition

Ensuring your agents are using the right tone and voice when responding to customers is especially important on social platforms. Most people are not recording their phone calls but anyone can grab a screencap of a bad response online and post it all over social platforms.

The online platform is a way to get the youngest generation interested in this part of the industry, they have been raised online and have a comfort level that is difficult to replicate. However the anonymity also inspires bad behavior and rude communications. The training would be centered on creating the correct culture and expectations. Effective role playing and training exercises would be needed to build the 'muscle memory' of expected professionalism. In all areas of customer contact, clear escalation causes and process will give the agents a level of support that can create a calmness that the customers can detect and is useful is deescalating before issues get out of hand

From experience when i was providing online chat services e-commerce. I provided stock positions for special order inquiries. New agents were not trained. Training requires the best tools to provide the best service possible. Not just good enough. May be redundant.

Adapting to a greater online presence and lines of communication is perhaps the greatest challenge in the current marketplace. Monitoring social platforms for trending comments about the company may be more important than any other because the viral nature of social natures can poison customer expectations even before they initiate contact. Being able to monitor and impact the image of the company will be a major impact on all who utilize it

No matter the channel that a company is contacted through, they should get the same brand voice speaking back to them. The conversation should be natural and personalised using templated responses only where absolutely necessary (compliance responses etc)

As social media is also a platform for people to get to know your brand and most of your basic interactions are on show to everyone, consider these 2 things. 1. How can you empower your social team to go super above and beyond for customers where their story deserves it (its great publicity and will be talked about somewhere). 2. At what point do you want your people to take the conversation out of the public eye (some companies ask to DM immediately, some do basic conversations in public and when they need personal info they take it to DM).