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Try social media to reduce inbound calls

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in Office Technology,Web Tools

By Kimberly Deas

Social media can do far more than just entertain you; it can significantly im­­pact your company’s bottom line when used correctly.

Here are a few examples of how to use the three most common so­­cial media channels to reduce the num­­ber of inbound calls to your call center:

•    Twitter: Set up a specific customer service account and encourage customers to post requests for help to this account. Using the direct message (DM) feature you can respond directly and personally.  Because Twitter is fast, the customer can receive a response instantly, and this saves a phone call.

•    Facebook: Monitor your corporate page for questions, and encourage customers to post questions. Al­­though slower than Twitter, Face­­book can be real time, and many questions can be quickly answered and information provided without a phone call.

•    YouTube: Consider the most commonly asked questions/concerns and create short videos explaining the answers. Your customers will love it, and it will reduce the calls made to the call center.

•    Blog: Create a section in your blog where you include the most frequently asked questions and concerns and embed the YouTube videos for even more impact. By referencing your other social sites on your support page, you will educate your customers to all their support options.

When used effectively, social media can quickly reduce the number of calls to your call center and your overhead costs.

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Kimberly Deas combines her 10+ years’ experience in telecommunications with a background in personal coaching and results-oriented training.

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