Much has been written about the relationship between customer service and social media. Like the case of Michael Arrington and Comcast, the stories usually involve an agitated customer who makes his or her discontent known broadly via social media, and alert vendors who pick up the cues and respond appropriately. In some cases, once the complaint was out on the social media outlet, as with the case of United Breaks Guitars, it was too late and turned into a PR fiasco.
But there’s another side to the social network / customer service story, which we have noticed in our Convofy user base. Specifically, internal social networks have proven to be very effective ways for customer support reps to share knowledge, ask questions and become more responsive.
Sure, customer support can be analyzed and automated to determine and drive best practices for general cases. Customers’ names and case histories can pop up on the CSR’s screen, and keywords can drive recommended resolutions. But sometimes a CSR needs more information, or needs to run an idea by an associate. What method is used for this more informal knowledge sharing? Email? IM?
We all know the challenges with email for this scenario: it’s slow for one thing. But, like IM, it’s also individual-to-individual. Even if the problem is resolved, the knowledge that was shared is locked inside the originating CSR’s Inbox, inaccessible to others. If there’s a corporate knowledge base, it represents a separate context to search because it’s not based in email. This sequential searching for information can cause drains in productivity and response time.
Some Convofy networks have realized that getting CSRs onto a social networking environment unifies the communication and knowledge sharing process.
Here are some of the attributers of a customer service organization that indicate its fitness for an internal social network:
Check us out for your customer service organization. Or, connect with us to discuss how we can help.