Optimizing the Customer Experience with Internal Social Media Excellence
Alongside all of the customer experience opportunities created by a taut social media strategy comes an increased burden to assure your internal customer management operation is on point. Responses are documented and widely accessible, and if you do not align your customer service with the culture and expectations of the audience, you now risk a public demonstration of your shortcomings. Luckily, the communication benefits of social media are not limited to external dealings—they can also greatly improve the internal chain of command. As you work to generate improved workflow, manage new performance benchmarks and ready a team of agents for increasingly-scrutinized multi-channel communications, reap the rewards of an optimized internal social media network that keeps your customer experience process ahead of the times and ahead of the competition.