Integration of Social Media in Existing Support Infrastructure

In one of our most recent white papers, the discussion includes the idea of five different trends in response management and customer engagement in social media. Each of these trends encompasses what it means to engage and interact with your customers through the social media realm. Below you will find a couple of the trends that I thought really stood out in creating your social strategy. Get my take on them below; you can also check out the rest of these at our white paper, Five Trends in Social Media for Response Management and Customer Engagement.

Get Responsiveness Right
As Leon mentioned in a previous post, you’re not really engaging until you start responding to your customers. But how do you get this responsiveness right? A point that the white paper makes is that “businesses must be capable of hyper-responsiveness.” This means that regardless of the message posted, your organization needs to be on top of a post/email/chat, etc., as soon as possible. Make sure you are aware of all your channels and are active in all of them at the same time. As soon as a customer writes to you, posts on your Facebook, Tweets something about your company, you want to be ready to respond and interact with them. This is especially important if you get a lot of traffic to your pages. Customers could be giving positive feedback, complaining about a product, writing an objective post, or simply asking a question-whichever it is, be prepared to answer their inquiry quickly and efficiently. Read More