Apr
27

Business Engagement – You Have to “Answer the phone” !

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The 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.

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