There has been a lot of talk around social media marketing and customer interaction. Social media has made it possible for the masses to interact with the companies and BPO executives in a largely informal way. There is no dearth of opportunities for the customers who wish to interact with the company/BPO executives who wish to make themselves heard.
Here is an example: the complainant can post the problems he is experiencing on any social media platform, say Facebook. The company executives will respond within no time. Also, the complainant can interact with the customer executive in a largely problem-free way. Customer experience management is the key when you talk to a customer in order to get his/her problems sorted.
Here is how social media can help you out:
Have Discussion Forums in Place
Discussion forums and groups on social media will go a long way in help you put your problems and issues to rest. You will always get to hear other customers out whilst attending a chat session on a social media platform. Plus, most of the people you come across will not know you. This means you don’t have to feel shy if you are planning to make yourself heard. So, it can be said that customer experience management becomes easier if you have a wide set of social media platforms at your disposal. Explore it all when you approach a reliable BPO service provider the next time.
Social Media is ‘Informal’
Social media platforms will provide the audience with an opportunity to talk with the executives in an informal way. Take this for an example: you won’t have to file a formal complaint (or write a grievance letter) if you are able to make yourself heard on an online platform. Plus, other attendees and complainants will also be able to join you if they have been facing similar issues. That is where social media platforms and discussion forums will come into the picture. Most of the BPO service providers in India (and in different parts of the world) will know that social media is the axis around which contemporary customer service rotates.
The Response Will be Quick
Responses to social media queries will be quick and frank. There is no convention or obligation that needs to be taken care of when you conduct an online chat with a company executive. Plus, the responses on social media happen to be quick. An executive from the company will get in touch with you within an hour because an issue highlighted on social media will be able to grab a lot of eyeballs (attention). This fact is known to all of the BPO service providers in India (and in other parts of the world as well).
No Judgements
Conversations on social media happen without any judgement. Well, that is because people do not know you. A customer can tell the executives about his problems without worrying too much about judgements. Nobody is going to judge you for the comments you make or the problems you share because nobody knows you. Also, the experience is richer because there are no middlemen involved. You can get in touch with a reliable call centre if you happen to be facing problems and/or issues with the products and services of a company.
Ison Xperiences is one of the best BPO service providers in India (and in various countries across the globe). The company provides services across a wide set of verticals, including energy, entertainment and telecommunications. So, go for it right away if you wish to experience the best customer experience management.
