People visit social media channels for personal and business purposes. Consumers use their Facebook and Twitter profiles to connect with their friends, family and the companies they do business with.
Modern customer care centers incorporate social media into their usual strategies. Some customer agents can provide support over social channels; other offices create language and tactics based on data collected from customer interactions with new media.
Social media is very popular and constantly changing to meet growing demand. Customer contact centers have to stay on top of the features and technology their consumers use to communicate.
“Customer care centers need to monitor social media channels.”
Facebook introduces features specifically for businesses
Some small businesses may replace websites with social media profiles. Sites like Facebook allow companies to engage customers more directly than traditional online options.
CNBC reported Facebook recognizes business demand for new features and has adapted its technologies for customer support. New business profiles may include clearly displayed call to action buttons. If a company has a Facebook page, it can encourage users to call or message with a single click. The new features work with mobile technologies, making it even more convenient for consumers to directly interact with organizations.
Customer care centers need to monitor social media channels. If new features make it easier to contact businesses through social pages, software has to keep up with the increased traffic.
Instagram changes its sharing abilities
The social aspect of new media prompts customers to share company interactions with their contacts. The American Express 2014 Global Customer Service Barometer found 46 percent of consumers share customer experiences on social media. People are more likely to share negative interactions. However, if a company’s service goes above and beyond, the customer will post the story on a public forum.
Instagram has recently changed its sharing functions, according to Tech Times. People on the photo sharing site can now dictate who can see their images using very specific terms. This may restrict customer advocacy in the future. A great experience may be quietly shared with friends as opposed to broad audiences.
Customer service agents sometimes put a little something extra into resolution actions. Many companies provide images, thank you cards or other photogenic materials. Social media solution centers have to know how customers share photos to see if they spread. Future interactions may call for company employees offering suggestions for sharing practices.
Twitter might have to adapt for international audiences
Larger companies are familiar with customers who speak different languages. Customer call centers must employ agents ready to deal with a variety of cultures. Growing businesses have to adapt their procedures for global customers.
As U.S. social media companies spread around the world, they take steps to become more inclusive. Business Insider suggested Twitter should alter its 140 character limit for the convenience of international users. The current limit was based around English word use, but different languages like German use many more letters to spell common words and phrases.
If the limit does change, it could encourage more international communications. Customer care centers should prepare for changing online messaging features to be ready for new audiences. A third party customer service management consultant will have information and tools about modern consumer social media habits.