Social media has introduced customer service to a
new reality, where customers suddenly have the power to share their experience
with large numbers of people. That’s forced organizations to change the way
they relate to customers.
According to the
Customers 2020 report “The customer of 2020 will be more informed and in charge
of the experience they receive. They will expect companies to know their
individual needs and personalize the experience. Immediate resolution will not
be fast enough as customers will expect companies to proactively address their
current and future needs.”
Has the empowerment that social channels provide given
customers unreasonable service expectations? The service teams on the receiving
end of a Twitter frenzy may think so, but CRM analyst Brian Vellmure believes
that expectations are merely a response to technology innovations that
continually set the bar higher.
“Customers aren’t spoiled brats. If we seem more
demanding, it’s because our expectations are consistently being shifted by
whoever’s doing the next best thing,” he says. “There’s a greater
democratization of access to people, products and information, and we can get
whatever we need in closer and closer to real-time.”
These expectations are shaped by standouts such as
Google, which has done a remarkable job organizing global information on
products, services, and community feedback and making it accessible in seconds.
Says Vellmure, “This access is now the norm, and service organizations that aren’t
positioned to respond to that level of expectation are getting left behind.”
In the new service paradigm, if a company promises
something — that a field service technician will be dispatched at a certain
time, for instance — most customers will hold them to it. And if they don’t
comply, the customer is much more likely to contact a competitor on the spot
because they can.
What
companies are doing to meet the challenge
A sure sign that social CRM is now
integrated within traditional CRM processes is reflected in the way service
organizations treat social channels. When social first stepped into the service
realm, some organizations offered it as a channel primarily so they could
impress customers. But thanks to the experience gained and insights earned by applying
analytics, they have a much better understanding of why customers use social
networks, as well as mobile devices and similar game-changing tools. They’ve
taken their growing knowledge and used it to develop improved, streamlined
service and support.
For example, smart customer service
platform providers build-in social monitoring capabilities that allow social
network questions and comments to be managed and tracked just like any other
channel. These platforms integrate social into the multi-channel service
portfolio, and include rule-based workflows that route social feedback and
questions to the best support reps based on channel specialties, technical
expertise, problem types, and other criteria.
Some platforms even enable support
teams to make its Facebook page, for instance, its front line of service,
providing self-service knowledgebase access, easy escalation to assisted chat,
and trouble-ticket creation, all integrated within the social channel’s
familiar interface. Depending on the type of business, its products and
services, and customer/constituent base, this can be a highly appealing service
option.
According to the Social
Customer Engagement Index 54.8% of companies do not have at least one social
channel fully integrated into traditional customer service processes.
Are you integrating your
social media into your CRM?
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