PRESS RELEASE: Customer service in social media – how to establish excellent service?
The social media presence of a company is more than just representing its brands. Who is planning and accomplishing the interaction with fans and followers strategically, is able to convert a social media presence into a successful operating customer service as well as support center. Therefore, the SELLBYTEL Group has established its product “social media interaction” for its clients.
To be on the spot on well-known social media platforms like facebook and twitter belongs to large as well as small companies as a matter of course. Yet the capability these channels are holing ready for customer service, sales and support is not frequently exhausted.
Christoph Thieme, Managing Director of SELLBYTEL Group, explains: “Due to the close connection to customers, a social media presence can also work as a successful operating customer service center. This is even more important, as more and more users are posting questions and criticism on social media in plain views of thousands of other people.”
Social media from customer service manager´s point of view
Social media in a company usually is established within the team of marketing and public relations. “Definitely, this is right, as important and particular from the enterprise communication defined messages are published on this channel”, reports Christoph Thieme. “Yet regarding the processing of enquiries and comments in huge channels (highly frequented sites), an own social media customer team could work considerably more efficient.”
On behalf of its clients, the SELLBYTEL Group establishes social media customer teams. As outsourcing specialist for successful customer management the SELLBYTEL Group, subsidiary of BBDO Germany, dedicates the topic social media solely from the point of view of service, sales and support.
Professional customer service needs strategically planned processes
“We are not creating communication strategies on behalf of our customers. In this respect we rely on appropriate specialists in our BBDO agency network”, illustrates Christoph Thieme. “Instead we concentrate on the implementation of the customer service processes including the definition of workflows. Therefore we work on answers regarding questions like: How to react on a post or a comment; in which time and in which way? Concerning which sensitive topics there need to be involved further company branches? Which skills do the customer service employees need? How many resources need to be expected? And when does the service team change the channel switching to personal e-mail or telephone? All that has to be defined previously and it ensures a quick and high quality answer of a customer´s question.”
An own social media customer team ensures a standardized presence on social media and is able to recognize trends in time. Moreover the opinion of the users on the internet can be measured and the work of the team is documented. In referring to the fans´ comments and wishes by offering specifically accomplishments, an established social media channel creates additional possibilities in up selling and cross selling.
The SELLBYTEL Group has established the product “social media interaction” for different clients, among others there is a worldwide producer of electronic devices. Furthermore the SELLBYTEL Group is holding workshops for clients regarding the topic social media as a customer service channel.
The SELLBYTEL Group is one of the leading outsourcing specialists worldwide. The group with headquarter in Nuremberg, Germany, is represented by over 5,500 specialists at 38 sites in Europe, Africa, Asia, North America and Australia. In Germany, the SELLBYTEL Group has six additional sites in Fuerth, Munich, Erfurt, Duesseldorf, Boeblingen and Berlin.
The SELLBYTEL Group is affiliated of the companies SELLBYTEL, LIVINGBRANDS, HELPBYCOM, MEDEXPERTS, RIGHTHEAD, SMARTENGINEERS, axento and aha!TALENTEXPERTS. Together they realize and provide efficient solutions in the fields of sales outsourcing, services, IT support and recruitment. They provide all the bricks for a successful and modern customer management in 25 languages. The service portfolio offers solutions for international companies from the IT, consumer electronics, telecommunications, fast moving consumer goods, energy, automotive, finance, logistics and the brand area. The clients of SELLBYTEL Group are leading international trust, such as Cisco and Hewlett-Packard.
SELLBYTEL was founded in 1988 by Michael Raum, who leads the company as chief executive officer. In 1999 Michael Raum was elected to the Entrepreneur of the Year. Since 1994, the SELLBYTEL Group is part of the BBDO network, one of the world's largest advertising and communications networks. Since 2007, Michael Raum has been a member of the BBDO Worldwide Board located in New York. For more information, please visit www.SELLBYTEL.com.