How to Maintain Traditional Customer Service in the Social Media Age

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Real Estate Agent with Re/Max Preferred Associates, Toledo, OH 353315

Here's an interesting article by by

Duke ChungDuke Chung co-founded Parature in 2000 with a vision to provide superior customer support software accessible via the Internet. Today, Parature’s Software-as-a-Service (SaaS) product suite supports millions of end users worldwide in diverse industries from national associations, leading educational institutions, gaming & interactive media, manufacturing, services, and technology companies. Prior to Parature, Duke co-founded Limespot, a company focused on providing students vital campus information over the Internet.

You’ve been monitoring your Facebook wall and Twitterpages, responding to customer inquiries. But what are the next steps you should take to stay abreast of the latest trends in social service?…
                   

 Know inside and out who your customers are

Evaluate how urgent the inquiry really is

Social media service instantly reflects on your brand

Don’t ignore traditional channels because you’ve become focused on social media

You should also monitor these additional metrics that specifically involve social media channels.

  • The “net-new” group of customers. These are the people for whom you’ve provided a support channel over social channels. It’s likely that this new group of social users is different than the customers who have been contacting you via email or phone.
  • The number of times other customers — not the company — respond to support requests and inquiries. For example, a visitor to your Facebook page asks technical questions about a particular product release, and he or she is quickly answered by one of your Facebook fans. The frequency of this sort of event indicates the value of your social support, and shows how many brand advocates you have.

Don’t ignore traditional channels because you’ve become focused on social media.

Better Metrics Management


In social service 2.0, it’s important to track several metrics and adjust your strategy as volume and complexity grow. Response time, time to resolve, tickets opened per day and tickets resolved per day are all part of traditional customer service metrics, but social media can render them more complex.

Bottom Line: Adapt and Evolve

SOURCE of Article

Linda Sabo's Web Site



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LINDA SABO, REALTOR
RE/MAX PREFERRED ASSOC.
Office:  (419) 867-8022
Mobil:  (419) 481-3117  
http://HomesForSaleLucasCounty.com
sabo@HomesForSaleLucasCounty.com
 
 
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Rainer
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Michael Elliott
Long & Foster - West Windsor, NJ

We can never forget that our cell phone is 1000x more important than all social media combined.  If we stop dialing we will die.

Mar 02, 2012 06:00 PM #1
Rainmaker
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Gita Bantwal
RE/MAX Centre Realtors - Warwick, PA
REALTOR,ABR,CRS,SRES,GRI - Bucks County & Philadel

Thanks for the information. It is important to not to forget the traditional methods of staying in touch.

Mar 02, 2012 07:21 PM #2
Rainer
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David Burrows
Classic Realty - Fairfax, VA
No Pressure, Just Seriously Devoted to Real Estate

This is excellent information and I'm glad you've posted today on the importance of staying in touch.

Mar 02, 2012 08:03 PM #3
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