Sagot :
1. Online communities
Statistics show that 25% of people choose to engage with brands because they “want to join the community of brand fans.”
Online communities allow customers to engage with other customers, give direct feedback on products, and share their passion for your product or brand. Maintaining online communities is the company’s opportunity to monitor customer feedback and improve brand experience. Online communities can be accessed via social media and there are also several marketing applications that can help you build your own online community (ahem, like our Community Cloud).
2. Discussion Forums
A forum is a specific type of online community that creates an opportunity for crowdsourcing. Here, you can collect and respond to customer feedback. Popular forums will quickly grow in popularity and become a place where product experts who many not even work for your company can combine forces with your own customer service agents, creating a community that can chime in about a products or help to resolve issues in a much more timely matter. You get the benefit of seeing a lot of customer feedback, and you can see how customers react to the solutions that are provided in the community.
3. Social Media
Social media is an essential tool for businesses of any size. Maintaining a static social page is not enough. Nowadays an inactive social media profile is the online version of having an empty store. Create a social media presence and use it to engage with customers, connectig with them and responding to their problems or issues on a timely basis.
We know that customers who engage with companies via social media channels spend somewhere between 20% to 40% more with that company, so harness that opportunity to increase sales by maintaining good social practices.
4. Automatic callback
I personally love it when a company offers up this service. We’ve all had the unpleasant experience of being put on hold for an annoyingly long period of time. By the time an operator is able to assist you, you’re already irritated at having had to wait for X amount of time.
If your service system allows a user to enter their phone number for an agent to call them back without losing their place in the service queue, even better. Some phone systems provide an automatic callback option (i.e., dialing the number “six” and then hanging up to have the system call you back when an operator is available), you can more efficiently manage call queues and provide a positive brand experience.
Many popular business telephone systems have automatic callback embedded in their services and you should, too. With automatic callback, the customer still waits without having to wait on the line listening to their own music instead of muzak.
Hope it's help :=