Thanks to all who participated in the ManageFlitter #SocialROI Twitter Chat on Tuesday, 8th May 2018.
Details of our next Twitter Chat:
Guest: Ross Brand
Date & Time: Tuesday, 15th May 2018, 5.00pm EST
Channel: #SocialROI Chat
Click here for more information about our Twitter Chats.
Below is a curated version of the Twitter Chat with Holly Chessman.
From the MF Design Lead Question:
- Why is it important to provide customers with an avenue to solve their own problems online?
- Can you provide some examples of self-service options marketers can integrate on their website?
- What are some common issues companies have when introducing self service options online?
- Customers often get frustrated when they can’t find an answer to their question online. How can businesses best ease this frustration?
- What role does Social Media play in the online service mix?
- Why do some companies choose not to put their phone number online? Is this decision detrimental to their business?
- What role do chat bots play in online self-service? In which context are they helpful?
MF Design Lead Answers
Aa) I really appreciate well designed websites. If I can easily navigate through the site I’m more likely to find the information I need and have a positive customer experience. #SocialROI— Kate Frappell (@katefrappell) May 8, 2018
Ab) FAQ Pages & Live Chat are usually great for quick-wins - especially when the representative is empowered to really be able to assist.— Kate Frappell (@katefrappell) May 8, 2018
If I have a more in-depth question I look for an email address or phone number. #SocialROI
A1: It seems a lot of people have the same problems, so providing the answers helps everyone. Work smart, not hard for both sides #socialroi— Vicky Warren (@VickyWriting) May 8, 2018
A1. Customers will often look online as a first port of call for answers. If they can do this easily then it will be make for a positive user experience of your brand/business. People appreciate a simple solution. #SocialROI— Louise Upchurch (@Loulou_Uberkirk) May 8, 2018
A1. It’s important to give them a space to bounce around ideas with each other. That’s the power of the community and if people feel they are getting value, they will keep coming back. #socialroi https://t.co/Ekj9Y2WgTp— Karen Freberg, PhD • #SMprof, Consultant + Author (@kfreberg) May 8, 2018
A1: Not all customers want to call or email a business for answers.— influencerTONY (@InfluencerTony) May 8, 2018
Make it easy for the customer to get what they need online.
Provide them value and they will like your brand even more.#SocialROI
A2. I always recommend my clients build in a FAQ section with how-to videos #SocialROI— Chelsea Krost (@ChelseaKrost) May 8, 2018
A2. Links to community pages, white papers and resources, presentations and videos, and how-to guides are always good. You want to make these options easy to access, and cross integrate the content audiences want to have to be most effective. #socialroi https://t.co/LFsEOGNtvH— Karen Freberg, PhD • #SMprof, Consultant + Author (@kfreberg) May 8, 2018
A2:— influencerTONY (@InfluencerTony) May 8, 2018
- Quick questions on landing pages like "why are you here?" that can redirect to an exact location
- Search bars
- Chat/messenger integrations#SocialROI
A2: More advanced are chat services or chat bots that can process questions more sophisticatedly #socialroi— Tim Lewis @ Stoneham Press (@StonehamPress) May 8, 2018
A3: They don't properly track what people actually want rather than what they think people want. #socialroi— Tim Lewis @ Stoneham Press (@StonehamPress) May 8, 2018
A3, just having an FAQ is not enough... The challenge is how to make self-serve options more customised to the customer's need... And not just a static document.. #SocialROI— Shruti Deshpande (@shruti12d) May 8, 2018
A3. Poorly timed answer protocols or responses which don't address researched customer problems involving products and service. #SocialROI— Dr. Dorrie Cooper (@sittingpretty61) May 8, 2018
A4: Don't use FAQ as an excuse for cutting customer service. Always provide a contact method for "anything else" #socialroi— Tim Lewis @ Stoneham Press (@StonehamPress) May 8, 2018
A4: Also get customer services to record any questions and add them to FAQs. #socialroi— Tim Lewis @ Stoneham Press (@StonehamPress) May 8, 2018
A4— influencerTONY (@InfluencerTony) May 8, 2018
Notice frequent questions customers call/email about and ensure those answers can be found online
For the outlier questions, have a quick way the customer can reach you to get the answer
- Ex. "Can't find what you're looking for? Call/email/msg us at..."#SocialROI
A4 IMHO, make it easy for them to get to customer service and get the help they need. Chat boxes, easily located contact information and great customer service people to help them. #SocialRoi— Lucille Fisher Kindness, Compassion, & Marketing (@sageandsavvy) May 8, 2018
A5. Honestly it has a huge role especially Twitter where people expect to be able to make contact and have some sort of response quick. #SocialROI— Gene Petrov // Leadership & Marketing Consulting (@GenePetrovLMC) May 8, 2018
A5 Companies should be monitoring all social media platforms in case a customer reaches out. Nothing worse than not replying online. #SocialRoi— Lucille Fisher Kindness, Compassion, & Marketing (@sageandsavvy) May 8, 2018
A5: When I think of immediate customer service I think of Twitter.— influencerTONY (@InfluencerTony) May 8, 2018
Be where your customers are online. If they can't find answers or have feedback (positive or negative), this is where some of them will go.#SocialROI
A5 Social media plays an important part in delivering great customer service by being there, listening and responding quickly thus mitigating the instant frustration... That often prevents a small problem from snowballing eventually.. #SocialROI— Shruti Deshpande (@shruti12d) May 8, 2018
A6. I could see where this might happen as an extremely small operation (solopreneur). One person couldn't possibly be answering the phone day and night. #SocialROI— Gene Petrov // Leadership & Marketing Consulting (@GenePetrovLMC) May 8, 2018
A6: For an international or small company this might not be viable. The most important thing is to provide a reliable contact method.#SocialROI— Tim Lewis @ Stoneham Press (@StonehamPress) May 8, 2018
A7: They are always helpful but don't rely totally on them. You still need to provide a human contact to fully address your customer's need and.. To keep him/her engaged. #SocialRoi— Maiten Panella (@MaitenPanella) May 8, 2018
A7. I think Bots can certainly push the questions to the right person but eventually it needs to be sorted out by a human at the end of the chain.. #SocialROI— Shruti Deshpande (@shruti12d) May 8, 2018
We hope the above has provided some useful information.
Join our next #SocialROI Chat next week on
Tuesday, 15th May 2018, 5.00pm EST.