Comment pouvez-vous aligner la prise de décision sur la mesure du service client sur les médias sociaux ?

Focus on getting a direct answer from your customer, target your questions in the form of a poll or a series of easy to answer questions. Enter participants in a raffle or giveaway if it suites your brand. People are more apt to opt in if you let them know the “why” you’re asking and the “wiifm” what’s in it for me. People are bombarded with social campaigns and advertising efforts so be sure you have targeted the correct audience and then share your finding and results with them at the conclusion of the survey. Your customers time is valuable, so make it worth the effort for them.

On social media, customer relations and brand marketing is a 24/7 real-time activity -- before, during, post-purchase -- to provide help, answer questions, and handle complaints. To align decision-making with customer-service measurement, pursue this strategy: ~ Set measurable targets for what you want to achieve. ~ Use AI to monitor content for relevant keywords and your brand name. ~ Use AI to analyze which comments get how many responses (positive or negative). ~ Fully answer all comments/questions immediately, using the person’s first name. ~ Otherwise, explain precisely how long it might take to resolve an issue. ~ If needed, direct them to a dedicated and sophisticated human-like AI ChatBot.

Antes de medir o atendimento ao cliente nas mídias sociais, é fundamental estabelecer objetivos claros e definir indicadores de desempenho para avaliar o sucesso. Isso pode incluir metas como tempo de resposta, taxa de resolução de problemas, satisfação do cliente e engajamento geral. Ao ter essas métricas definidas, as empresas podem monitorar e aprimorar continuamente seu atendimento ao cliente nas mídias sociais, garantindo uma experiência positiva e satisfatória para os usuários.

CS objective is to deliver satisfactory experiences to their customers. this may include timely and accurate responses, personalized interactions, proactive issue resolution, and consistent brand messaging. Failure to meet these expectations can have significant impacts on brand reputation and loyalty. It can lead to negative reviews, decreased sales, and potential loss of customers. Parameters to measure customer service on social media include response time, resolution time, sentiment analysis of customer feedback, engagement levels, customer satisfaction scores, social media reach and impressions, and brand mentions. Monitoring these metrics helps assess performance and identify areas for improvement.

In my experience, it is extremely important to set high customer service standards. In the current age of Technology; one can offer high standards even to mass market customers. Every customer today expects high standards; don’t fall into a trap that your standards are high; its only in your mind not in customers mind.

1. Select Tools Based on Objectives: Choose tools that align with your objectives, budget, & resources. 2. Social Media Snooping: Use tools for monitoring & track customer references, chats, & reactions. 3. Customer Surveys: Practise surveys for straight feedbacks on your customer service performance. 4. Reporting & Dashboards: Utilize tools like Google Data Studio, Tableau, and Power BI for visual stories & dashboards. Prevalent tools include Hootsuite, Sprout Social, Freshdesk for managing social media & tracking metrics, & sentiment analysis tools like Lexalytics, SentiWordNet, SentiStrength, Social Mention, Trackur, Sysomos, & Viralheat.

Para coletar e analisar dados de atendimento ao cliente em mídias sociais de forma eficaz, é crucial selecionar ferramentas e métodos que se alinhem aos objetivos específicos da empresa, ao orçamento disponível e aos recursos disponíveis. Isso pode envolver a utilização de plataformas de gerenciamento de redes sociais que oferecem recursos robustos de análise, bem como a implementação de ferramentas de monitoramento de mídia social para rastrear menções, sentimentos e tendências. Além disso, é fundamental investir em análises qualitativas e quantitativas para obter insights detalhados sobre o desempenho do atendimento ao cliente nas mídias sociais, permitindo ajustes estratégicos e aprimoramentos contínuos.

it helps you understand customer sentiment, preferences, and needs, allowing you to tailor your services. it enables you to track key metrics such as response time, customer satisfaction, and engagement, helping you measure the effectiveness of your customer service efforts. Lastly, data analysis provides valuable insights to identify trends, areas for improvement, and opportunities for enhancing customer satisfaction and loyalty. Some popular social media monitoring tools are Zoho Social, SocialPilot, sprout social, audisense, keyhole and Agorapulse. These tools offer features for data collection, analysis, and reporting, catering to the specific needs and budgets of businesses operating in India.

I'd emphasize the importance of leveraging the right tools and methods to effectively collect and analyze social media customer service data. It's crucial to align these tools with your specific objectives and resources. Incorporating social media listening and surveys allows for a comprehensive understanding of customer satisfaction and sentiment. Visual reports and dashboards are essential for summarizing and displaying metrics and trends, and tools like Google Data Studio, Tableau, or Power BI offer robust solutions in this regard. Ultimately, investing in the right tools and methods is key to optimizing social media customer service strategies and driving positive brand engagement.

A customer gets on to social media only to vent out issues, concerns when delivery is short or promises un kept. A strong internal measure on failed service can act as an indicator of what the fallout likely to happen. The longer a customer is with a company the failed delivery irritates the most. Today with smart phone ownership and penetration of mobile services , the easiest and quickest access is social media. Ideally an organization should avoid failure and whenever they foresee an errant delivery happening ...don't wait ..be proactive. Measurement of response time on social media might be an imperative to stop the spread of bad message.

By holding regular meetings or workshops to review and discuss social media customer service data, you can leverage the diverse perspectives and expertise of your team members. This collaborative approach can help identify strengths, weaknesses, opportunities, and threats, enabling you to make informed decisions that drive positive outcomes for your customers and business.

Involving your team in the analysis and interpretation of social media customer service data is crucial for gaining valuable insights and fostering a collaborative culture. By leveraging frameworks like SWOT analysis and SMART goals, companies can effectively prioritize and strategize their customer service efforts on social platforms. This approach not only enhances decision-making but also ensures alignment with customer needs and business objectives.

This is where teamwork works and brings out perfection on the SMART goals. The team should be carried along on all important update and decisions.

Lining up decision-making by social media customer service needs a rigorous approach. Conducting constant meetings to analyze data, recognising strengths and weaknesses. Foster ethos of energetic team participation, cheering insights and evidence-based endorsements. Use tools like SWOT analysis & SMART goals for organised decision-making. Device team feedback to improve processes, improving accuracy & indorsing unremitting improvement. This method nurtures a culture of collaboration & adaptability, allowing organizations to make informed choices for positive customer outcomes & business success.

The ability to actively listen to teammates and gather all options/ viewpoints is key with finding resolve for a team to achieve goals/ growth.

Data-driven decisions are crucial, but they're not set in stone. Be flexible and experiment with different approaches based on your social media insights. Test different response strategies, personalize your communication, and even consider pilot programs based on emerging trends. When you embrace experimentation, you can continuously refine your approach and identify what truly resonates with your customers. For example, try responding to inquiries in a more personalized tone, offer proactive assistance, or implement new social media channels. Measure the impact of these changes, implement pilot programs for new training modules, use the results to refine your strategies or even reward systems for customer service excellence.

For lining up decision-making by customer service measurement on social media, try-out & exam your choices. Use the scientific method to frame a problem, hypothesis, experiment, & conclusion. Practice A/B testing to associate the effects of diverse variables on results. Tools like Optimizely, Google Optimize, or VWO can aid project, run, & analyze experiments. Document & share outcomes with your team for opinions & suggestions. This helps testify assumptions, educate yourself from failures, and enhance performance.

In the realm of social media, measuring customer service performance necessitates strategic experimentation. By employing methods like Design of Experiments (DOE), customer interactions and service responses can be evaluated for efficacy across various scenarios. Tools for social listening and analytics assess engagement levels and customer sentiment, providing a quantitative foundation for decision-making. Simultaneously, integrating qualitative feedback ensures that service adjustments resonate on a human level, merging data-driven strategies with empathetic customer engagement for superior service outcomes.

Para garantir que a tomada de decisão esteja alinhada com a medição eficaz do atendimento ao cliente nas mídias sociais, é fundamental adotar uma abordagem experimental e orientada por dados. Isso envolve implementar mudanças com base em insights obtidos da análise dos dados, testar essas alterações em um ambiente controlado e medir continuamente os resultados e o impacto das decisões tomadas. Ao adotar uma mentalidade de melhoria contínua e estar disposto a ajustar estratégias com base nos resultados observados, as organizações podem otimizar efetivamente o atendimento ao cliente nas mídias sociais para melhor atender às necessidades e expectativas dos clientes.

In crafting decisions aligned with social media customer service, it's about blending heart and data. Dive into customer interactions, listening closely for what resonates. Then, dare to try new things, tweaking strategies based on what feels right and what the numbers show. It's like a dance of intuition and analysis, always striving to make each interaction feel more human and meaningful. This constant quest for connection is what drives effective social media customer service, creating bonds that last.

Conduct social media experiments to test new approaches. Gather customer feedback via surveys, interactions, or listening tools. Analyze experiment outcomes and customer input to refine strategies. Adapt decisions based on insights and ongoing monitoring of metrics and trends.

Adapt and iterate your decisions remains crucial in the process of lining up decision-making through customer service dimensions on social media. - Use PDCA cycle to Formulate, Practice, testify, & take actions on improvement. - Tools like Jira, Asana, Streak, can manage tasks & track progress. - Zoom, Teams, and Slack, will ease communication & association. - Google Form, Airtable, & Notion may gather customer response for informed choices. This aids remain agile & responsive to ever-evolving customer needs.

Para manter um atendimento ao cliente eficaz nas mídias sociais, é crucial adotar uma abordagem adaptativa e iterativa, que priorize a constante evolução das decisões com base em experimentos, testes e, especialmente, nas necessidades e expectativas mutáveis dos clientes. Isso requer uma mentalidade ágil e receptiva, capaz de identificar rapidamente mudanças nas preferências dos clientes e ajustar estratégias de acordo. Ao permanecer flexível e orientado por feedback contínuo, as empresas podem garantir que seu atendimento ao cliente nas mídias sociais permaneça relevante e eficaz em um cenário em constante mudança.

Ensure that decisions related to customer service on social media align with broader business objectives, such as enhancing brand reputation, driving customer loyalty, or increasing sales.

To align decision making with customer service measurement on social media, regularly analyze customer feedback, sentiment, and engagement metrics on social platforms. Use this data to identify areas for improvement and create strategies that prioritize customer needs and expectations. Additionally, closely monitor key performance indicators, such as response time, resolution rate, and customer satisfaction scores, to ensure decisions are driving positive customer experiences and value.

Consider implementing a peer-to-peer recognition program where leaders can nominate and acknowledge each other's achievements. This fosters a culture of support and camaraderie among leaders, reinforcing positive behaviors and creating a sense of appreciation within the leadership team. Such a program encourages active participation in recognizing each other's successes, promoting a collaborative environment where leaders feel valued not only by their superiors but also by their peers, leading to increased motivation and engagement.

What I would add 1st of all patient safety is a deliberate that cannot be crossed …. In the Medical field we have what we call Grey zone ( where there is no clear EBM on whether to admit or treat as an outpatient. ….. balancing this and that will make a good judgement …. I would still recommend grey Zone ( admit and observe rather than discharge ) Regards

Plus, don't be afraid to get social yourself – thank folks for the praise and deal with those complaints fast. This customer feedback stuff shouldn't just sit in a report, use it to actually make your business better!

Ensure your team is aware of current company policy on the approach they should take when dealing customer issues that do not reflect in KPI data. For example, it may not be possible to be aware of how effectively a team member handled a customers emotional response to an issue they encountered or be able to quantify the quality of certain interactions through metrics. Unique needs of customers have the possibility of skewing data. To help quantify and analyze this type of information, consider evaluating your KPI’s and requesting feedback from both your customer base and your employees through surveys before attempting to categorize an issue that may be distinctly outside of the normal parameters of metrics or traditional methods.

To align decision-making with customer service measurement on social media, you can start to: • Set clear goals and KPIs tied to customer service metrics. • Monitor and analyze customer feedback on social media. • Use social media listening tools to track sentiment and trends. • Regularly review and update customer service strategies based on social media insights. • Ensure actions align with customer service goals and effectively meet needs on social media.