Who said schmoozing was bad? Well, whoever it was, they were wrong, because as it relates to social media networking, schmoozing can mean business success.
Connecting to people in new and innovative channels can offer better customer service in the ever-changing business world. One of the biggest struggles companies face today is providing a fast turnaround of information from the company to the customer. Unfortunately, this is exactly what customers want. Customer relationship management (CRM) strives to provide useful organization to customer data to better satisfy the consumer. Often times, a happy customer leads to continued business and free word-of-mouth advertising.
Did you think that social media was only for connecting with old friends? Well, luckily for companies, social networking offers many solutions for improving customer service, too. The difference in the business world is that social networks can connect customers to businesses in real-time and without the hassle of sitting on the phone.
Nobody enjoys listening to long automated voice systems that can keep you on the phone for what seems like forever. Not to mention that, once you make your selection, you may not even get in touch with the right person! Find an easier way: Simply post your questions on a blog or a profile page, or use live chat and instant messaging. Your inquires should be directed to knowledgeable staff members who can answer you directly, and it can all be accomplished from the comfort of your own computer.
Do you like being put on hold? Most likely the answer is no. And believe it or not, call center staff doesn’t like putting you on hold, either; that’s why customers and support staff alike may appreciate this new channel of customer service. The stress of several calls waiting to be answered just might disappear if using social networking tools becomes a tactic that takes off for a company. Many times, the call center employees are the first person of contact with a customer. Within that job description is listening to a long list of complaints that are not always applicable to your department. Explaining that you will then transfer the customer to another department, oftentimes, elevates the level of customer frustration. Social networking can help customers, but don’t forget, it can also make your staff happier.
Who doesn’t like a deal? Contests, coupons and discounts have the potential to make doing business with your company engaging. Providing incentives to your “friends” and “connections” on social networking sites can make the customer feel as if they are in on something exciting. In addition, using social media to provide these specials may lead to customers encouraging others to also sign onto your company’s profile, blogs, and Web sites. With this type of social networking, meeting customers through customers becomes easier.
As a kid, weren’t you always being told to share? Well, even though your toys have advanced, that doesn’t mean you should stop sharing. On social networking sites, customers can share knowledge with one another. For example, if your company sells a specific food product, existing customers can post recipes involved with using your product. This service may also bring in new customers researching new recipes to try. Sharing information among peers encourages a sense of community, and customers might find comfort in that. By providing the platform for these types of relationships to occur, not only does it keep your customers happy, but it promotes your business.
Customer relationship management programs offer a wide variety of ways to improve your customer service. For many businesses, a strong customer base can mean growth and success. Implementing social networks as a part of your overall plan can offer a lot of advantages, for both your company and the customer. So consider some of these suggestions and go ahead, schmooze a little!
