I now use on a daily basis LinkedIn, Twitter, FB, Snapchat, Instagram, Vine: I know there’s a lot more but there is also some work, family time and personal taste involved here.
Sometimes I read posts and responses from companies and brands that are simply amazing: witty and competent and sarcastic and smart. These are the kind of interactions that will make me love (or at a minimum, deeply respect) a brand or a company or a person in the social space. Not only they responded, but the person behind the keyboard went the extra mile and put some brain in the response, and the result is sometimes really awesome.
This happens maybe once or twice a month, often with big corporations, sometimes with smaller businesses, often with public figures, sometimes with a single individual who is simply being him/herself.
Should it happen more? Hell, Yes!
We have passed the stage where companies needed to be out there and respond promptly to just survive; now they need to be out there and present and smartand amazing. This is how it’s done and once someone breaks a threshold, the new level instantly becomes the norm (or so my kids teach me every day).
So back to the contact centre (or CX centre, or CE pod or any new cool name you might want to call it), if training your agents to handle responses in the fastest and most proficient way was a challenge, and typically the main one, now you need to up the notch and think that the people who are out there, publicly responding to your customers, not only need to be trained for excellence: they need to be amazing no matter what. The so called dedicated team, which typically is a small team of interns who are passionate about social, now needs to become a centre of excellence of your contact centre, in order to provide jaw-dropping awe-inspiring posts and tweets and interactions that can bring your brand to the next level. The “social experiment” team should be one of amazing people (incidentally, that also reflect your company’s view and mission) selected by checking their public profiles, challenging and engaging them with the best results, finally spotting the social excellence and bringing it into your strategy.
Figuring out how to use well all the social channels is the hard part, and largely depends on the type of brand, business and target customers. But it’s not impossible if you have the right people working on it. I remember how many years ago, working as a contact centre engineer, I used to tell my customers that the overall strategy must always start with people, and while technology and channels and rules of engagement drastically changed with time, this bit of wisdom thankfully did not.