Call Centers - Navigating the Age of Social Media by Shannon Alexander
Customer Service is without a doubt a key pillar of every company these days, especially in the age of social media. Genesys, with research firm Greenfield Online and Datamonitor/Ovum Analysts, who measure the cost of poor customer service estimates that businesses in the U.S. lose approximately $83 billion each year due to consumer defections and abandoned purchases as a direct result of poor customer service. Nearly two-thirds of consumers said they had ended a relationship due to customer service alone. The survey participants said that when they end a relationship, 61% of the time, they take their business to a competitor.
Furthermore, the problem has become more complicated as customer interactions move beyond the contact center. Call Centers must now learn to navigate in the age of social media which have been modernized to reach customers through the internet. Credible brands are utilizing social media to reach customers and to build or maintain reputation. As social media continues to grow, the ability to reach more consumers across the nation has also increased which is why Dynamic Direct, a Midwest turnkey call center has changed directions.
Dynamic Direct is a full service call center operation that conducts inbound and outbound telephone campaigns, customer care, and fulfillment for their customers across many industries. The company is located north of Cincinnati, Ohio, in a 34,000 square foot facility, which recently experienced a $6 million building and call center technology upgrades.
“When thinking of the most satisfying customer experience that we give to our customers, we must take it a step further, Norman Daugherty, Customer Care Manager with Dynamic Direct. We need to be competent, convenient, proactive and personable.” In the age of social media and with our new technology, we can reach out to our customers with several tools that are fitting to them.”
“Some of our new features allow customers to receive emails about updates and order confirmations. We are able schedule call backs to avoid wait times, start in voice self service and then get assistance from an agent if needed. We need to assist our customers and become available to them with all social media tools,” adds Daugherty.
One thing the age of social media has taught us is that the customer desires connection with their goods and services just as much as they do personal connections, and in this age you cannot afford to lose that relationship. Social media has become the new "tool" for effective business marketing and sales relationships. For more information, visit http://www.dynamic-direct.com to see how effective sale media tools can help your business.
Contact:
Shannon Alexander
513-674-4856
shannon.alexander@dynamic-direct.com