So, you’ve made the case for implementing social customer service at your contact center. Now it’s time to start thinking about what technology you’ll need to get the job done effectively. The best solution enables your customer service through multiple online and offline touch points while allowing your company to meet customers’ channel-specific expectations for support response.  

No matter the systems you choose, your reps will need training and will need to understand how the wealth of available social information can and should be used efficiently for top-notch service.  Let’s look at a quick technology checklist.

Social Media Listening and Engagement

Your social media listening and engagement platform should allow your team to not only tune into key conversations about your company, industry, and competitors, but also help you identify, prioritize, categorize, and route potential service issues before they escalate. This way, you’ll surprise and delight your customers by responding to their issues in real-time as they arise.

CRM

Ideally, you’ll find a CRM system that provides a complete social profile of your customer, tracks all the online and offline social interactions your representatives have with customers and prospects, and offers additional features that remove some of the more manual elements of customer service.

Measurement and Reporting Tools

The solution you choose here needs to be able to measure the customer service and social media goals that drive business results for your company. Take a look at your objectives to see if your CRM and social media listening platforms are flexible enough to measure what you need. For example, can you get a snapshot report of what the customer conversation looks like while also digging deeper to gather more elaborate demographic data? Can you easily compare your team’s online case resolution rate with its offline one?

Automation

Large brands have to figure out how to manage volume. You need technology that can filter out the noise based on rules that you define.

Automating the filtering of social conversations enables companies to scale social customer service by:

• Increasing productivity with automated case and contact creation so that interactions are instantly tracked and associated with customer records.
• Scaling social customer interaction by instantly categorizing and routing posts to the appropriate team members for faster resolution.

Learn more about incorporating social media into your customer service program by downloading the free ebook below.