Post by account_disabled on Jan 23, 2024 10:03:16 GMT
This person asks you to perform several basic troubleshooting steps — which you've already tried — and, without letting you speak, he transfers you. You wait a little longer. You talk to another assistant. You have to explain again what your problem is. And then this person — who most of the time can't help you either — needs to transfer you to another level of support or supervisor. And so on several times. Nowadays, with the power of the Internet, people know that their problems can damage a company's reputation if many people share them on social channels. Of course, as a business, you want to provide the best service to your customers. But on social channels, if any issue goes viral, even people who have never contacted you may avoid doing business with you or stop working with you because of other clients' issues.
That is why it is so important to strengthen the relationship between marketing and customer success in the era of social networks. Marketing knows how to monitor social services and customer success knows Middle East Mobile Number List how to solve customer problems. It is crucial to provide a solution to your customers in any channel in which they contact you. This alignment can help create closer relationships with your customers and also helps you avoid an image crisis due to a lack of follow-up on social mentions. Of course, the number of social messages received varies between companies. A B2C online retailer , for example, will receive many more requests and will have to develop faster, more robust processes to provide solutions to customers.
But even B2B companies like Rock Content, with the majority of their requests coming from more traditional sources, should monitor their social media accounts and create processes to better integrate marketing with customer success. And of course, this is a challenge. Despite the increase in demand, Hootsuite's report shows that 71% of organizations have not yet started investing in social customer service or do not plan to invest at all. Here at Rock Content, our marketing and Customer Success teams seek to develop a holistic understanding of customers and execute successful partnerships on a broader scale. Below we will give you some tips based on what we have learned so far.