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How Social Media is Changing the Call Center Concept

How Social Media is Changing the Call Center Concept

In today’s fast-paced world, a phone call can seem frustratingly slow. We’re texting, emailing, and connecting on social media more and more, making the traditional phone call feel outdated. Though it’s easy to see this play out in our personal and work experiences, it’s also become more common in the customer service industry. Social media has become a new go-to for customers who need support or wish to air their grievances. So how does this affect the long-standing call center concept? See how the customer service world is adapting to these technological changes. Multiple Contact Points Until fairly recently, customers had three options for getting in touch with a company: mail, phone calls, and email. When social media became more widely used, however, the industry exploded with potential contact points between customers and companies. While Twitter and Facebook continue to be two of the biggest online players, those sites are only the beginning when it comes to using these services for customer service purposes. Now, there’s also Instagram, Google+, LinkedIn, YouTube, Yelp, and Pinterest, to name a few. The Good and The Bad For customer service companies, the high number of social media sites certainly presents a challenge. It takes a considerable amount of time to manage accounts on all these venues. In addition, there’s the issue of tone getting lost in the online environment, allowing both customers and companies to potentially come across as more aggressive than originally intended. However, social media customer service isn’t all bad. It can reduce the time required to deal with certain issues, especially quick questions that can be answered in just a...
Why the Twitter Hashtag #onholdwith Should Frighten You

Why the Twitter Hashtag #onholdwith Should Frighten You

If your business has never experienced the singular delight that is Onholdwith.com, count your customer service staff lucky. The website is a repository of complaints across Twitter for users tweeting angry, irate, and generally exasperated messages accompanied by the hashtag (you guessed it) #onholdwith. Equipped with search by company and category features, the site gives people the ability to scroll through customer service catastrophes in real-time, including most complaints by company and average complaints per day. Twitter Feed Updated in Real Time There’s no lag time or opportunity for your business to run proactive damage control when Tweets update in real-time and hit Onholdwith.com’s feed. Users can see your company’s name, its industry, and the names of people who have lost their patience. In addition to user-generated complaints, Onholdwith.com’s own Twitter feed trumpets brands that are receiving high complaint volumes to thousands more across the web. This tactic can lead to a “piling on” effect where more people, who otherwise wouldn’t mention a small issue, feel no qualms in joining in the negative shout-fest. Negative Reviews and Social Amplification Social amplification is the phenomenon by which cat videos and weird memes of worn-out high school photos go viral. One friend tells another friend who shares the pic with their 400 followers who gets a re-tweet from someone famous who has several hundred thousand followers. It doesn’t always happen, but when it does, a single customer complaint can turn into an Internet snowball of rage that turns future customers away from your products and your brand across the board. Even situations where customers are mistaken about the reasons behind their...

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