I recently read an article from McKinsey Quarterly about the role of social media in customer service. The article dove into the operational aspects of implementing a social media strategy. It also compared the use of traditional call centers vs. social media platforms for customer service. One point the article made compared the cost of the two channels: “handling an inbound telephone call typically costs a company $6 to $8; an interaction using social media, less than $1.”
The article also made another point to help illustrate the endless possibilities for customer service: social media platforms make it “easier to guide customers to relevant web pages or video content.” While this functionality has often been used for content marketing, organizations should tap-into this low-cost opportunity as a customer service effort, sending customers towards the answers and information they need. (Hopefully, before they ask.)
This is really a lesson in proactive customer service. If you are aware of your top customer FAQ’s, what’s stopping you from making 10 short videos and pushing them out through social media channels? The same goes for blogs, which are really just flexible platforms to quickly create (and post) relevant content.
While relevant video and blog content is relatively easy to generate, planning content ahead is how customers get the most value. For instance, weather emergencies or holidays could shape what questions your customers will be asking. If so, you can create a video or blog post before hand. Another way to find ideas for content creation is to pay attention to what your customers are saying on social media. If you see a trend, create content that addresses concerns with relevant information.
Through social media, your organization can not only answer customer questions instantaneously, it can push out an answer before it’s even asked.
Rosetta Carrington Lue is the Chief Customer Service Officer and Senior Advisor to the City of Philadelphia’s Managing Director. Follow Rosetta on Twitter @Rosettalue or visit her blog at www.rosettacarringtonlue.com