As Customers Shift to Social Media, Companies Must Meet Them on Their Channel of Choice
Whether your business is building a social media customer service program or enhancing your existing channel offering, it’s critical to understand the channel environment and customers’ expectations for successful interactions with your business.
The open and immediate nature of social media requires organizations to re-strategize service processes to meet the customers’ needs on their preferred channel.
Providing customer service on social media brings new complexities such as:
- Faster speed of response
- Public messaging
- Regulatory concerns of sharing private information
These complexities need to be managed effectively to address the customers’ needs while also protecting the business. If done well, customer service through social media can meet the evolving needs of your customer and become a competitive differentiator for your company.
To enhance existing social customer service channels, Northridge begins with a detailed assessment to drive strategies that align the customer experience across all social media channels and the larger brand.
Our Social Customer Service offerings include:
Voice of the Customer Insights
Comprehensive analysis of social customer service engagement, sentiment and contact reasons to serve as an “outside-in” view of your organization across all social networking sites
Assessment of all customer communication channels, including social customer service, with specific focus on how consistent, seamless and flexible they are in meeting the needs of your customers
Operational and Technology Assessments
Targeted evaluation of social customer service operations compared to best-in-class organizations, including recommendations for operational effectiveness, leverage of technology, and performance metrics
Business Insights and Process Optimization
Analysis of social customer service data with a specific focus on developing deep business insights and process re-engineering recommendations to drive an improved customer experience and cost reduction
Assessment and improvement recommendations on ways to effectively manage the risks associated with the social customer service channel
Featured Case Study
Northridge Partnered with a Fortune 50 Organization to Develop and Deliver a Best-in-Class Social Customer Service Program
With customers navigating to digital channels, companies must meet the rising demand with a strong online presence and customer service process. Connecting with customers on their preferred channel deepens brand affinity, while leveraging those insights across channels drives a differentiated customer experience.
Northridge’s Customer Experience Consulting Solutions
With our Customer Experience solutions, we’ll help you target strategic opportunities to better serve your customers’ needs, increase customer loyalty, identify gaps in your product offerings, improve cross-channel consistency, reduce costs and gather key Voice of the Customer insights to drive business growth and efficiencies.