Tony Iero

Best Practices in Social Callback – Use Cases

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How fast can prospects or customers with questions get from your social media page to a customer support agent?

If the answer isn’t, “with one click,” you’re not getting as much as you could be out of your social media presence or your call center.

Fortunately, social callback makes the transition from a social media channel to voice channel as seamless as possible. As a result, your brand wins more opportunities to capitalize on social media service opportunities, which builds trust with existing users and turns them into advocates for your products or services.

With social callback, your customers are able to request a call back as soon as one of your support agents is available or at a later time specified by the customer. The practical application of this, as you might imagine, are numerous. So to help you see how social callback could change your operation, read on for three powerful social callback use cases.

Social Callback Use Cases

  • Prospect or Customer on a Social Media Page Needs Support

Consider this scenario: an existing customer sees a social media post from your company and is reminded of an issue they’re having with your product or service. They then navigate to your social media profile to find a way to get in contact with you. If you have social callback enabled, they’ll be able to quickly and easily request a call.

Instead of needing to navigate to your website, then find your support line, the customer is served immediately. Plus, because they can schedule either an ASAP or scheduled callback, the entire process, from problem to solution, is on their terms. Not only does this make your customer happier, but it also makes the customer more likely to actually request service because it’s easier and they know your service is going to work with their schedule.

In short, it’s a far superior experience. And superior experiences on social media are worth quite a bit. In fact, according to Ambassador, 71 percent of customers who have a good service experience with a brand through social media are likely to recommend that brand to others.

  • A Disgruntled Prospect or Customer Visits Your Social Media Page

When you’re dealing with a frustrated customer, whether it’s through an online channel or not, time is of the essence. So imagine how effective social callback can be when it comes to meeting the needs of disgruntled customers who complain through social media. This is especially true if a customer complains about a problem that’s too complicated to be solved through social media. Without social callback, your social media manager must route that customer’s complaint to customer service, or refer the customer to a service line.

In either scenario, you’re wasting precious time while that customer’s frustration builds. Moreover, with the complication of switching from one channel (social media) to another (support line), there will inevitably be drop-offs and not all customers will be served. But with social callback, that entire process is simplified and sped up considerably. Again, this will translate to real dollars as 78 percent of people who complain via Twitter expect a response within an hour.

  • A Busy Customer Doesn’t Have Time to Wait on Hold

In reality, you probably have customers who need help but aren’t getting it. The problem is, because they don’t have time to wait on hold, they’re not calling, and you have no way of knowing that they’re in need of assistance. This is the case with customers who actually want to use your product or service but need a little help because they don’t have time to wait on hold.

In today’s competitive landscape, the customer who goes so far as to use your product and request support is very valuable. But that customer won’t have to wait long until another company comes along that answers questions and meets their needs without making them wait on hold.

Social callback helps you reduce customer churn by making it easy and convenient for your customers to get in contact with your support agents from any social media channel.

Social Callback: The Next Evolution of Your Call Center

In the world of customer service, there is no telling what each new call may bring. Each organization solves unique problems and every customer has unique needs. In truth, there are far more use cases which demonstrate the immediate and significant impact of social callback than we’ve listed here, but the list of real-world applications would be far too long to capture in a single post.

In short, social callback bridges the gap from the social media channels in which your brand interacts with customers and the voice channels in which your support agents solve your customer’s problems. Even better, providing social callback functionality signals to your prospects that you take their success seriously.

Take a few minutes to learn more about how social callback is improving the way brands interact with their customers through voice and digital channels.

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