One in five consumers have used social media in the past year to obtain a customer service response. Expect that number to rise - fast.
In addition to these findings by American Express, the study also reported that customers who posed inquires on social channels will spend 21 percent more with companies that offer a great experience, and are likely to tell an average of 42 people about good customer service experiences and 55 people about bad experiences.
Consider customer service on social media channels imperative to the success of any business - both big and small. However, regardless of size or industry, there is a learning curve for companies on how to manage these interactions. But companies don't have to go at it alone. LogMeIn's new Twitter integration and social media management capabilities for its BoldChat Web chat and multi-channel, online customer engagement offering can help. These new capabilities are designed to help businesses and customer service agents manage the rapidly growing number of customer interactions on Twitter, from pre-sales inquiries to post-sales support. Additionally, the new capabilities complement BoldChat's multi-channel suite for Web chat, email, SMS and click-to-call features. As a result, the offering lets customer service teams use a single, unified tool to manage customer conversations across online, mobile, email, phone and social channels, while providing a wide view of customer interactions.
"Our customers are increasingly turning to Twitter to resolve issues and inquire about our services, but handling these important conversations too often require disjointed marketing tools," said Curtis Hays, Co-Founder, Quotegine.com, a BoldChat customer and beta tester for the new Twitter management capabilities. "What we've been looking for is a solution that can handle the unique characteristics of Twitter, while empowering us to quickly engage with our customers across multiple touch points. The BoldChat solution makes it easy to manage customer conversations across all channels, while introducing a highly effective means of handling the rapid, quick-response nature of Twitter engagement."
The new Twitter management capabilities in BoldChat give customer service teams the ability to:
- Automatically thread related tweets into conversations for context, more efficient response, and to de-clutter the UI
- Auto-assign incoming Twitter conversations to agents based on availability, skill, and/or department
- Maintain and show historic customer conversations for faster resolution and better service
- Report on total Twitter-based customer interactions and agent responses
- Manage and respond to tweets using multiple Twitter accounts from within a single interface, without having to switch views
- Iteratively and intuitively build advanced searches against Twitter streams to sort through the noise and find critical and valuable conversations
"Twitter is quickly becoming a go-to channel for customer engagement, but to date, managing these customer conversations has meant trying to turn a social media marketing tool into a customer service tool," said Steve Castro-Miller, VP, Chat Products, LogMeIn, Inc. "In contrast, BoldChat Twitter management is designed from the ground up for engaging and managing customer conversations. We believe that the right approach is not just adding one more social tool to the mix, but rather giving sales, marketing and customer service teams a single, unified tool for managing all customer interactions, regardless of channel."
