Word of mouth is one of the most critical tools available to a public relations agency. When any member of a customer service department has a good interaction with a current or potential customer, the resulting online comments can attract more customers. Companies that want to get the most out of both word of mouth recommendations and their customer service platform need to go high tech and embrace social media marketing tools.
Keeping it Social
Crafting social networking into your customer service center offers distinct benefits. It allows employees to monitor what people are saying. If a client has a less than positive experience, you might hear it first on Twitter or Facebook. By staying on top of the chatter going through major channels, the customer service team can put out fires quickly. If Sally thought the sales clerk was rude and says so on Twitter, you have the opportunity to jump in and win back that business.
Social networking gives the customer services team a way to keep the brand in the forefront. By now, most companies realize the importance of an Internet presence. Utilizing technology gives the customer service department access to key social media sites. Online discussions via multiple networking channels will keep everyone talking about the company.
By adding customer service software, agents can be part of the social media conversation. You are virtually putting a face to the name. Giving that personal touch with social networking can boost your a public relations agency.
Fast Apps
Developing a mobile application that allows current customers to contact the service department directly via their smartphones or tablet computers makes an impression. Think about airlines that provide an application for tracking flights or delivery services that allows customers to follow a package in route. Providing high technology perks give companies an edge over the competition. They also provide chatter material that customers can share with friends and family. Public relations is all about spreading the word. A dedicated application is just another way to get people talking.
Let’s Talk about It
This is a visual world and being able to see a face is a plus. Adding video chatting functions puts a person behind the virtual customer service desk. It also allows the agent to see the customer and help gage the mood. You can’t put out a fire unless you can see it. If a response sends the interaction into a downward spiral, body language might offer a clue before the customer gets verbal. You can expand on that benefit by adding a voice analyzer to your system. This application gauges the voice of the customer to interpret the stress factor.
A Little Animation Never Hurts
As customer service becomes more of a live person-to-person process, a little animation will brighten things up. Companies will soon be able to improve the wait or even avoid it using customer service software that adds a virtual assistant to the platform. These animated creatures provide options for automated programs like a payment system or knowledge base to answer questions. Microsoft uses a similar tool to guide the help system on their software products. This program would work in conjunction with a customer service center to help divert some of the traffic.
Businesses of all sizes rely on both customer service and public relations to grow. Technology is improving the way customers see a company. A positive experience means more social media ‘likes’ and ‘follows’ that bring customers to your virtual door.