Business Engagement – You Have to “Answer the phone” !
ByThe 2du team has concluded that we need to not just offer online new media tools, but we should also offer a FULL-SERVICE option to our GeoHelp Platform (i.e. REAL people who help you !). The challenge here is that when Microblogging is used as a Sales & Support tool, it is similar to the telephone from the standpoint of immediacy… if a customer asks a question on your microblog and no one answers… then that is a BAD THING for your business !
So who is going to be answering these messages ? Some companies will have “new media savvy” employees, but most will not… so 2du has decided to offer a relatively inexpensive service where people with customer relationship skills act as your “Social Help Specialists”. Now, typically… your Help Community will not be getting a huge number of posts all of the time, so this specialist will be “on call” to answer your microblog in the same way a 3rd party “answering service” helps with your phone calls. This Microblog Answering Service will be offered at a price level where it is less expensive than hiring your own employee AND we will be training your specialist to be a DISCUSSION person and not just an ANSWER person !
Discussions about your products and services adds interest and value to your business, and brings customers to your store or venue ! So here are some of the skills or characteristics that a Social Help Specialist should have:
- Answer in a timely manner
- Welcoming and friendly
- Conversational personality (here to “help” and not “sell”)
- Honesty about their role and knowledge level
- Ability to broaden topics which initiate discussion
- Respect customers as important neighbors
- Communicate the WIN-WIN relationship
- Clearly define any issues and the path to a solution
- Identify and contact appropriate colleagues when necessary
- Manage and follow up on the status of longer term issues
- Accurately report new media status to upper management
If you are interested in more info, please go to our web site ( GeoHelp Admin ). NOTE: contact us at specialist@2du.com if you are an independant contractor who would like to be one of our microblogging specialists.
