Friday, January 31, 2014

Social Media Tool Feature: Aspect Social for your Customer Support on Social Media

During your time on st. kitts is no doubt that social media is an efficient vehicle for a brand’s marketing activities, the final one year has seen it becoming a great customer support channel as well.

Lots of brands are realizing that on social networking, even an innocuous complaint can snowball right into a crisis. And this has cause them to allocate dedicated resources to address complaints and queries within the social world.

But this effects its own group of technological challenges. The digital space is filled with a lot data and so many conversations that it becomes difficult for any brand to find and address the query that is relevant and important to them.

Your customer care team will need a strong tool to mine and address the relevant queries amidst all of the random chatter on social media. However, you will find very few tools that are doing a good job only at that.

Aspect Social is one of these.

Created by Aspect, a worldwide leader in customer engagement solutions providing you with interaction management, workforce optimization and back-office solutions for the greatest brands in aviation, financial services, healthcare, production, telecommunications and retail, Aspect Unified IP’s social networking software is tuned to the needs from the contact center. It aims to make sure that customers receive consistent, informed responses to questions posed within the social space - thus enhancing response time, resolution rate and resulting in happier customers.

But will it really accomplish what it claims to? I had an in depth look at it and through this tool review, I am going to throw some light on how the tool functions and just how it can be needed to brands.

The User Interface

Since Aspect’s expertise stems from offline customer care, the dashboard of Aspect Social is modeled in the same manner.

It really is clear, concise and simple to navigate.

The tool is made for 4 key people in the customer care chain:

  • Agents
  • Supervisors
  • Administrators
  • Publisher

All 4 of them will vary dashboards that enable them to accomplish their tasks within an simple effortless manner.

The dashboard for Agents has three panes. One on the left has all of the queries and complaints assigned for them. The agents can navigate through all the complaints right here and click on the one they have to address.

The complaint then expands in to the middle pane where they can see the entire conversation thread of past conversations, if any. The actual agent can respond after this itself. This pane also links to some knowledge-base of answers for fast access to FAQs.

The right pane is among the most crucial element here. It includes all of the social profiles of the customer and entry to any communication in the past. These details helps the agent be aware of customer better.

The Supervisor dashboard is concentrated towards monitoring the performance of agents. The dashboard allows the actual Supervisor to navigate effortlessly with the performance summary of each agent in his/her team and study how efficient the agent is actually.

The supervisor can monitor the posts/responses by every agent towards the queries assigned to them. The supervisor may also check how efficient the agent in concern is by taking a look at his/her following stats:

  • Complaints closed hourly
  • Queries responded hourly
  • Flush Rate (No. of irrelevant articles deleted)
  • Average response period
  • Backlog of queries

To really make it more easier, the tool lets supervisors download charts for the metrics; thus helping them analyze within a better way.

When compared to dashboard for agents and supervisors, the Manager dashboard is actually macroscopic in nature. It provides the manager a clear picture of how the entire customer care team is functioning.

The interface helps to ensure profound results for the managers to view the current health from the support channel through appropriate color coding.

To become checked once a week or may be twice per month, this dashboard will keep the manager updated everywhere.

The publisher account possesses its own dashboard which can be used by both customer care along with the marketing team. Through this interface, broadcast messages could be shared on the brand’s social media profiles because of its community to see.

You are able to manage several accounts spread across several social networks here as well as measure the success of your published updates.

Differentiating Benefits

Query Filtering

Using Aspect Interpersonal, you are able to filter the web (Public data from social support systems like Facebook & Twitter, 3-rd party blogs and The rss feeds etc) queries based on several aspects. A high level bank and offer several services, it is simple to filter queries for each unique service. Similarly, it will avoid confusion; and on another, it will help you resolve the queries in the earliest.

You can also filter queries in line with the keywords used, the tags attached with it, the sentiment from the query, its priority along with the content (whether its a question or perhaps a complaint).

Intelligent Customer Support Queuing

Once a query from the specific consumer is assigned to an agent, all of the future queries from that consumer is automatically assigned towards the said agent. This is actually a masterstroke because the agent in concern already knows the customer and also the history.

Moreover, this makes sure that the voice responding to the consumer is definitely uniform.

Quicker Response Rate

A simpler access to knowledge-base helps the agents to respond towards the usual queries much quicker. The tool will also help agents with template responses for specific cases which get a a large number of queries regularly.

Customer Profiling

This really is hands-down the best feature of Aspect Social. If you have all the public details of your customer when you need it, you have all the ways to the actual customer happy.

And you don’t have to dig for this info. As soon as a question comes to the agent, the agent can view all of the social media profiles of the customer in concern. This can help the agent get a good idea concerning the customer and word his/her response accordingly; as well as personalizing it.

Conversation Data Source

Aspect Social stores all the conversation between a real estate agent and a customer which can be fetched any moment when required.

This feature allows agents to possess a look into the customer’s previous complaints and act accordingly; nevertheless real value comes up when the agent comes across a client who’s constantly facing the same issue for time. The conversation history, in this instance, will enable the agent to escalate the problem to a quicker redress of the persistent problem.

The tool also allows merging several conversations of the customer with several agents, thus giving every one of them a uniform view and better context to resolve the problem at hand.

Performance Checking

The tool allows supervisor to monitor the particular minutest of the details about the performance of the particular agent.

The supervisor can view the way the agent is responding, how quickly he/she will be able to resolve a complaint, what exactly is their average response rate etc.

This degree of performance monitoring will help the supervisor to indicate inefficient agents within the team and take necessary remedial actions.

The device will also help supervisors download this data by means of reports, which is an extra benefit!

Scope of Improvement

If only Aspect Social had an internal social networking functionality for effective communication between the associates. Resolving customer issues requires a lot of back and forth and I believe having such a functionality really can help them.

Also, a little feature of rewarding the agents for their performance inside the dashboard can help them stay motivated. Can be a star saying “Agent of The Month” within the agent’s dashboard?

Who Should Use Aspect Interpersonal?

Aspect is not really for everyone. If you hardly see a lot more than 10-20 queries and complaints a month, you should choose a different tool.

Aspect Social is intended purely for big brands with a big customer care team handling tons of queries and complaints each month. Following are some niches that can take advantage of Aspect Social:

  • Banks (A Should! )
  • Ecommerce (A Should! )
  • White Products
  • Telecom (A Must! )
  • ISPs as well as DTH companies (A Must! )
  • Mobile devices
  • Cars
  • Airlines
  • BPO

Wrapping Up…

In conclusion my review of Aspect Social, I would suggest brands to give it a spin. I realize it holding immense potential for brands who would like to seriously improve upon their current customer support on social networking channels.

As increasing numbers of people join the social networking bandwagon, your customer services woes will simply increase. It will be wise to possess the support of such an effective tool.

Author: Rakesh Kumar

Thursday, January 23, 2014

The 4 Fundamental of Social Media Engagement Metrics

Strictly measuring the amount of fans or followers does not guarantee an interesting successful social presence. Today, marketers measure engagement by checking the amount of actively engaged followers, instead of simply measuring population size. An actively engaged follower is somebody who engages with or mentions your branded content regularly. Actively engaged followers are critical to boosting your brand reach & trust on social support systems.

It’s important to keep in mind that engagement, unlike followers, can not be strictly measured by one number since various kinds of engagement hold different weight. Every business has unique goals particular towards the brand, industry and product or service set, creating unique value for every engagement metric.

Social Media Engagement Metrics #1: Comments

Most social support systems have standard commenting on nearly all kinds of content. Comments not only add unique user-generated content for your profile page, but in reality add your branded content towards the news feeds of users coupled to the follower who posted the comment. For that reason comments are great for keeping the brand page full of fresh content while increasing brand reach by more exposure within users’ feeds.

Social Media Engagement Metrics #2: Sharing

Nearly any content on social networks could be shared, whether it is a hyperlink, photo, video or comment. Sharing adds your brand content to some user’s page & news feed, that will increase brand reach & trust throughout the social networking.

Social Media Engagement Metrics #3: Mentions

Brand mentions are extremely important for measuring sentiment and trust. Tune within your brand mentions on social media simply by using a social listening tool to comprehend how users discuss your brand, and also to join the conversation when necessary.

Social Media Engagement Metrics #4: Real Reviews/Endorsement

Endorsements are one of the oldest features as well as still play a huge role in social networking. An over-all endorsement (Like, +1, etc) on the brand page has the probability of add your branded content into the user’s daily content prey on a regular basis. Endorsements as well as increasing brand reach, trust and authority since all endorsements are good in nature.

Each social networking has its own style and mechanism for each of those four most fundamental engagement metrics. Measuring & growing brand wedding on the chosen social networks will consistently turn social networking users into customers.

Analyze how your very best customers engage with your brand on social networks. Make use of this data to value each metric accordingly. This allows your team to accurately tie value with each engagement metric and measure your social internet marketing efforts in way that is relevant to the company goals.

Friday, January 17, 2014

Social Media on the Rise! The Future!

The Excitement of Today And The Future

We will always remember our first screen names on AOL’s AIM, actually before our own screen names; nothing of us will ever forget our first computers. Which is where social media all began. Ten years ago there was clearly no such thing as a “social media coordinator” or perhaps a “social media expert” position at any job, currently there is. People may ask what benefits exist to being a “social media professional? ” Many people, still, to this day, think that any social media job is a waste of your time. That person is extremely, very wrong. Twitter, Facebook and LinkedIn would be the leading providers for many businesses and businesses to become. Social media is a quick industry and if there is a job as a social media coordinator or a social networking professional, you have to be quick together with your news and updates. The world moves fast and thank all of those individuals who made those computers because without them Really don't know where we would become today. Just kidding, we would be reading the newspaper and looking up telephone numbers within the Yellow Pages, but who wants to do this now?

The Beginning of Social Networking

Social media has become a huge portion of society. So who knows where and when everything began? Some may believe that Facebook was social medias big break or maybe it had been MySpace, but believe it or not social networking was around before everything, but we didn't call it “social media” per state. In the early 70’s, computers were considered another object and no one knew how to handle them. At the moment, television was popular, yes, but there wasn't as numerous shows going on like you will find today, so people actually went outside of their residence and had what people utilized to call hobbies, how weird? So now the brand new thing called a “computer” comes into play and people are planning that this giant object having a keyboard was for nerds. Why do some of us need that? What are we doing with it? It makes so much noise whenever you turn it on and it takes up a lot of space. Little did we all know that big, hunk of machinery that once was up one side of the living room together the loudest dial-up tone, we would grow to enjoy and appreciate a lot today.

Before Facebook, there was clearly this networking site called Bulletin Board System. Basically actually was, for those who don’t know, was almost as an online meeting place, making it possible to share and download files and also have the ability to connect with certain people. Through BBS, you can message other users, which was a slow begin to social media. To create and receive messages took quite a long time, but to them it had been so fastback in those earlier times of “instant messaging. ” This was a big deal in the late 80’s and the early 1990’s because was something that people weren't used to using. Something that BBS failed to have was “chat rooms. ” Through BBS you can email a friend and instant message a friend, however, you weren't able to go into a chat room and speak with more than one person each time. CompuServe, however, was obviously a new program that made the boards accessible. CompuServe was the gateway to many social support systems that we know today. Shortly after CompuServe could get forums and chat rooms ready to go, AOL came into play. Still AOL was around before many of these programs, however they were just another database like Yahoo and all another networks that people know today.

Oh, It’s Increasing

None of us could have ever truly imagined just having social media for university students, right? Well luckily, it’s unlike that anymore. Social media started out small and it is now the biggest influence on people’s lives worldwide and with all different ages. The main reason social media is the biggest influence on everyone’s lives at this time is because pages for example Twitter, Facebook and LinkedIn are drawing in over countless users daily who want to read messages, possess the latest news, wish to know different social concerns, wish to gain knowledge on company products and so on and so on. If companies and businesses wish to grow, they need to keep up with youngsters and that involves having mostly everything on the web. If you are an old soul with regards to media, I would advise you in order to out of your comfort zone and get utilized to the digital world, because it’s not going anywhere any time soon.

What to do with your Social Networking?

First and foremost, where would you start? There are so many outlets which you can use, but can you be sure you’re picking the right one? In my experience, Facebook is the most popular social media outlet just because a lot of people have had it since 1. Twitter is up and coming some people and also businesses don’t necessarily understand how to use Twitter. Facebook is the easiest not to only post on, but it’s also simpler to navigate and find the right people. Lots of companies operate through Facebook and I think this provides the smartest idea for companies because it allows you to find different people and also, put yourself available for the world to see.

Beginning with social media can be tricky, just be sure you know your audience. Also ensure that you are posting about your company, what you are and how you can get more in touch with you and your business. Networking is essential, once you get a hang of how social networking works and how you can connect with others, this is how you begin your networking. Find those who are interested in what your company does, find people who are interested in your company and begin relationships with each other. From there, it is possible to branch out and find those that you like the best and what works best for you personally. Having social media sooner or later won’t be something which you just get to have, it will be something that your company needs; if it hasn't’t happened yet.

Friday, January 10, 2014

What Do We Need to Know? When It Comes to Social Media for Business?

To put it simply, businesses need a social networking strategy like plants need water. Social media has turned into a fundamental component of our lives, which makes it succeeding in the an imperative element of any company’s business and marketing plan. Even though many companies still question the ROI of using social media being an effective marketing tactic, others are obtaining great benefits from this. Here’s the biggest launch of the century.

Tips #1: Social Media Provides

If you’re concerned with return on investment, a newly released survey revealed that 52% of marketers have found a client via Facebook, 36% of marketers have found a client via Twitter, and 43% of marketers have found a client via LinkedIn¹. However, it’s much less simple as just creating a page on these social networking platforms. Achieving such results requires the development of a definite social media presence, that involves great strategy, commitment and creativity.

Tips #2: You'll Want a Strategic Plan

In order to develop a highly effective social media strategy, it’s imperative that you think about a number of factors including your potential audience, the tool(s) in which you is going to be utilizing, along with your overall business and marketing goals. Most of these parameters will help determine the social media platforms which will be most effective, the type of content you need to post and much more.

Tips #3: Maintaining Your Strategy Requires Effort

If you don’t have an employee dedicated to social networking management, it can be rather challenging to maintain a very important social media presence. A successful social networking presence requires regularly posting content, engaging with followers and checking the landscape, which can be incredibly time consuming. Employing a social networking agency to help source and content, make posts on your behalf and relay important info can be a huge some budget saver.

Tips #4: Social Media Can Help Your Business

Social media can help your business achieve its business and marketing goals in a large number of ways.

Generate brand awareness: If used properly, social networking can help your business increase brand awareness. Certain content naturally produces higher amounts of engagement and increases social sharing, so posting these kinds of content heightens your exposure to individuals not currently on the list of friends and followers. The logic being as individuals like, share, re-tweet, or re-post your articles, it extends your company brand to some wider network.

Retain existing customers: Based on research from TARP Worldwide, it is 5 fold cheaper to keep an existing customer than it is to acquire a new one. Social media will help companies better manage existing relationships and retain customers by giving opportunities for customer service and public relations efforts. Nothing is your company can do to prevent social networking users from commenting about a negative experience together with your company online. But, with a proper social networking monitoring strategy in place, you can quickly identify they, potentially mend a damaged relationship and preserve your company’s title and reputation.

Obtain new clients: As search engine algorithms evolve, they still consider an increasing number of factors when determining in case a site is useful to a particular search and when it deserves prime realty on the results page. Social networking can now significantly contribute to your company’s ranking on search engines like Google for key terms and phrases associated with your company. If algorithms detect a keyword-rich company description together with high amounts of positive social engagement and interaction, your ranking searching results could improve, boosting your company’s online visibility and providing opportunities to obtain new clients.

There are endless factors that help the success of a social media strategy, also it requires constant monitoring and fine-tuning to have truly meaningful results. However, it is necessary for businesses to understand and take advantage of social networking as an effective and absolutely necessary marketing tool.

Saturday, January 4, 2014

10 Powerful Tips: For Social Media Optimization

Social media optimization is definitely an ever-growing buzzword on the internet marketing world today. Otherwise referred to as SMO or social SEO, social media optimization is all about optimizing your social media presence for optimal traffic. A few of the same rules as SEO affect SMO, but there are also some important differences you have to be aware of. Here are 10 helpful suggestions on how to optimize your social networking profile.

Tips #1: Socialize

It may seem obvious, but it’s important to share it. Every time you create a social networking profile, start by making the effort visiting other people’s profiles, adding new friends and writing comments. Networking starts with reaching out to others and initiating the connection.

Tips #2: Multimedia

Don’t be shy adding new photos, video along with other media. Social media sites are designed around media and also have plenty of tools for incorporating them within your profile. Working media into your profile makes it be noticeable and makes the experience more interesting for some visiting your profile.

Tips #3: Share

Incorporate share buttons for every your social media sites on each of the blogs and websites. Such as buttons like Twitter’s Tweet This and Pinterest’s Pin It switch. Integrate these whenever possible to leverage the traffic words.

Tips #4: Content

Like a website or blog, you have to add fresh content regularly. With social networking, it’s more importantly. Posts are quickly archived and disappear within days or hrs. Develop a schedule of posting regularly, but do not let quantity outweigh the quality of you.

Tips #5: Optimize For Keywords

Work your keywords and focus on key terms and phrases into your social profiles and posts whenever it’s natural to do this.

Tips #6: Completeness

Search engines displays a preference for profiles with the details available. It also makes a more professional and comprehensive appearance for others within your network.

Tips #7: Watch Visitor Behavior

Make use of the analytics tools provided by each of the online communities and pay attention to what individuals are doing. Monitoring behavior will tell you what exactly is working and what isn’t. If some features aren’t used, eliminate them to reduce clutter.

Tips #8: Share Everything

Create unique, helpful as well as interesting content and encourage these potential customers to pass it around. Viral posts can lead to a lot of exposure for the profile.

Tips #9: Timing

Take notice of the timing of the posts and track results. You’ll find that peak times of day get you a better response. Concentrate on those high-traffic periods.

Tips #10: Selflessness

Don’t allow your posts revolve around self-promotion. While social media has mare like a focus on individual opinion, focus on topics which are helpful to your network of friends and offer advice and also the precise product information that benefits others.

It’s vital that you be personal and sincere on social networking. By consistently providing interesting and exciting content, you’ll encourage others to talk about your posts and attract more search engine traffic.
Back to top ↑
Connect with Us

© 2013 Blogging Resource. WP Mythemeshop Converted by Bloggertheme9
Blogger templates. Proudly Powered by Blogger.