Online Engagementposted in Customer Service, ecommerce by Gerry / 0 Comments
One of our Core beliefs is that customer service online needs to flawless. It needs to be all seeing, all hearing and everywhere at once. The lack of face to face contact that exists for online traders makes the task of connecting with customers much more challenging than with traditional retail. Luckily social media and other engagement technologies have bridged the gap between online users and businesses.
Online customer engagement
To properly use the suite of online engagement tools it is importamt to approach the area methodically and create a company-wide plan for meeting customers expectations online.
Firstly, set out your goals. Do you want to merely respond to online queries?, do you wish to project an image of a fun loving company? or do you wish to push your new products to customers through social media channels.
The next thing to consider is context. You should behave appropriately on a particular channel. For instance, Twitter might be a more casual conversational tool whereas Linked-in might not be considered appropriate for the same interactions. A follow on from this is that it may not be a good idea to have all your Tweets posted directly to your Linked-in account.
Management is next: You can’t sit online all day waiting for someone to mention your company so that you can respond. You need to put in place a combination of automatic monitoring tools such as Google alerts and manual responsibility. The manual responsibility can be rotated among a number of employees so as to lessen the burden on any one person, this also helps to keep content fresh.
Finally measurement: If you alocating some time and resourse to this endevour you will certainly be expecting some return. There are some metrics you can find depending on the platform you are using but another simple measurement is to check with your staff to see if they have had any sales leads or positive experiences with customers through your various online channels.
