Turn on Social Customer Service
Rollout Social Service to Your Team
Maria understands that turning on social service doesn’t mean everyone knows how to use it correctly. Sure, anyone can respond to a customer on a social platform, but should they?
Words matter in any conversation—whether in person or online. Considerable thought on the importance of words, voice and tone, and how public responses match your brand and purpose are critical to a social service rollout. As someone who studied businesses and marketing before starting Ursa Major Solar, Sita knows that any employee who is interacting with customers must have a bit of training or they risk tarnishing the brand they worked so hard to create.
Before rolling out social service to agents, Sita tasks her service manager, Ryan De Lyon, to do the following.
- Train agents how to respond appropriately on social platforms.
- Create and standardize responses where possible with Quick Text and Macros.
- Refresh the team on the voice and tone that matches Ursa Major Solar’s brand, namely polite and business casual.
- Add approval processes so that a few managers can review responses before they are made public to customers.
Ursa Major Solar is ready to deliver a more consistent customer experience and get more social across more channels.