Happy Throwback Thursday all!
This past Tuesday we shared a blog on leveraging social
media to promote self-service tools (i.e. Virtual Agents) and how it can increase
usage, and in turn save companies hundreds of thousands of dollars. Click here to
read the entire blog. For Throwback
Thursday, we wanted to share another example of a leading PC manufacturer for
gaming systems, quickly tweeting and engaging their audience about their
self-service tool.
Staying connected through social media is one of the most popular methods to
communicate in today’s market. This company is not only using social media to
promote the use of their VA, but also asking end users for their feedback to
enhance the experience. After all, understanding what the customer will use for
support is critical in promoting self-service.
This is another idea to inform and engage consumers to
utilize self-service options.
This company used a community forum page as another way
for customers to voice their opinions. Instead of simply using the forum to
answer support questions, they encouraged people to try out their VA to find answers
and provide feedback on how they liked it or what could be done to improve it.
It was a great way to start interactions with their customers and provide an outstanding
customer experience.
Social media channels have been around for a while, and
are becoming invaluable tools for businesses. Listening to your audience about products/services
allows your company to get closer to the voice of the customer. I’ll leave you
with this quote from Bill Gates,
“Your most unhappy customers are your greatest source of
learning.” Cheers!
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