Social media has leverages call centre businesses by leaps and bounds. Today, call centre business all over the world happen to be thriving and flourishing because of the rise of social media platforms, such as Facebook, Twitter and Instagram. Today, more and more customers happen to be using social media platforms in order to get in touch with the companies to get their problems and queries resolved.
Customer management is all about providing the customers with the right set of solutions to their problems at the right time. Social media platforms provide all users with a safe and secure way to get in touch with the company executives. The conversations you indulge in with a customer service executive are recorded. This means a customer service executive will be able to refer back to the queries you have had in the past.
Here is a role played by social media in contemporary call centres:
An Informal Way of Communication
Social media is a largely informal way of communicating with both companies and individuals. You can drop a message if you have a query and the team handling queries across social media platforms will get back to you at the earliest. A dedicated call centre executive will be assigned to put your issues and problems to rest. The key is to listen to what the customer is saying (conveying within the message) only then will you be able to address his problems.
Personalised and Quick
Most messages received by a business process management company on social media handles are addressed quickly. Well, that is because there is a specialized team is always looking at the messages that are received on social media. Most people (online users) send their messages to companies and businesses on social media platforms because everybody is using social media. These messages are filtered out and sent to the call centre executives that can address these problems.
No Fear of Judgement
An online user can get in touch with a company over a social media platform without the fear of judgement. Just leave a message on any of the company’s social media handles and the BPO executives will get back to you as soon as they possibly can. Customer management in a BPO setup is all about providing the customers with a customised set of solutions to their problems, queries and issues. Well, social media platforms tend to provide the users with just that. You can leave your message with the company and nobody except the company executives will know that you had a query or problem.
Can Always be Revisited
The good thing about social media conversations is: they can always be revisited. This means the call centre executive will always be able to revisit the conversations you have had with other BPO executives in the past. The best customer management and engagement solutions are provided to the customers when a call centre executive is able to understand the caller’s/customer’s issues and problems with ease. A customer’s call history will provide the BPO call centre executive with an insight into the customer’s problems. All those who have a liking for new and exciting ways of communicating with the companies and call centres can give the various social media handles a try.
Ison Xperiences is the best call centre company in India for all those who wish to get their product or service-oriented problems sorted. This company is a prominent name in the world of customer service in Nigeria, South Africa and Kenya. Business process management is their passion and profession.
