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The Age of Social Support is Here, Are Your Service Agents Ready?

Erica Anderson
Sr. Product Manager

The way that customers are interacting with businesses has changed with the introduction of social media, especially when it comes to customer service. A recent study by JD Power estimates that 67% of consumers turn to a company’s social media site for customer service. That’s a pretty significant amount of consumers! With social media taking over as the preferred channel for customer service, businesses need an easy and effective way to listen to and join the conversations customers are having about their brand, products and services.

Ever-increasing customer expectations are also impacting the service industry. Customers not only expect for your business to meet them on the channels they’re using – such as social media – but, when they do interact with your brand via social channels, they expect you to respond quickly. So, how do you keep track of all of the inquiries coming your way via social channels, and make sure that your agents can respond to them as quickly as possible? That’s where social monitoring tools can come in handy – the right tools can help your business quickly identify unhappy customers and prioritize their posts for agent follow-up.

Armed with the right social tools, your service agents can work through customer issues on social channels in the same way that they would a traditional service request (while giving you the same level of visibility and reporting!). As more and more customers turn to social channels to interact with your business, this will be critical in ensuring timely responses and a good customer experience. According to customer strategy consulting and think tank organization ThinkJar, 13% of companies report that 25% of service requests start socially. It’s likely that number will only continue to grow over the next several years.

In planning for your business’s social customer service strategy, it’s critical that you consider the tools and solutions that will empower your service agents to deliver consistent, timely and personalized service. Tools that will enable a successful social customer service are able to:

  • Systematically listen to and join conversations your customers are having about your brand, products and service
  • Allow service agents to handle requests coming in through social in the same way they handle service requests
  • Automatically pull social support data into your dashboards and reports for a comprehensive understanding of the issues you’re handling
  • Focus specifically on delivering service via social channels
  • Easily connect into your core customer service solution, enabling you to leverage the same tools that are powering the rest of your support experience

Leveraging these tools will enable your agents to be customer service superstars – consistently delivering positive and personal service experiences to your customers, no matter which channels they are using. For an in-depth look at the social monitoring capabilities that Oracle Service Cloud offers, check out this Social Support 101 Q&A and Getting Started with Social Monitor with long-time development manager of Social Monitor, Ben Fisher

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