Episode 239 -Digital Technology Review

Socially Supportive: Customer Care the Social Way

A Tech Tuesday Episode. All things Technology related to providing digital customer service.

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• The Social Pack: Get on the inside to stay on the topside. Join today!
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• Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
• GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
• CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
• OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network.

Announcements:

• Catch me on Twitter! @FSaucier

• New Book coming soon: What Customers Want

“Productivity is never an accident. It is always the result of a commitment to excellence, intelligent planning, and focused effort.” – Paul J. Meyer

Book of the day: Doing Digital Right: How Companies Can Thrive in the Next Digital Era – Louis Lamoureux

Digital Technology Review

• Questions to ask yourself:
  • When your leaders ask you for information do you say “we can’t get that” frequently?
  • Do you struggle to identify what caused spikes in your volume?
  • Do you struggle to identify your cost per transaction?
  • Are you able to automatically filter out spam?
  • Do you hide from your leadership team when they ask how much longer before you figure out whether the team is making or costing the company money?
  • Do you really know how to use your tool?
  • Does your jaw hit the floor when you’re on meetings with other leaders of social care teams who tell you all the cool stuff their tool can do?
  • Are you wondering where all these meetings are with other people who do what you do, and you didn’t know that was a thing?
  
  
• What steps should I take??
  1. Make a list of everything you said yes to above
  2. Add anything else that you wish you had
  3. Make a list of features that are currently important to you
  4. Check out some tool vendors. My favorite:
     1. Conversocial
     2. CX Social
     3. Telligent
     
     
  
  
• What Should I Look For?
  1. Channels pulled in – Facebook, Twitter, public forums, private forums, Instagram, Google+ YouTube, LinkedIn, Blogs, Reviews, FourSquare, TripAdvisor (beta), etc.
  2. Tagging: see (Episode 24 – Post Tagging Strategy).
  3. Ability to integrate knowledge base content
  4. Ability to integrate community forums content
  5. Push workflow/autoassign/skill based routing
  
  

Brought to you by:

• The Social Pack: Get on the inside to stay on the topside. Join today!
• ParknFly: Save 10% off Posted Rate Reserve Now
• bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
• Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
• GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
• CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
• OneTravel: Search and compare flights from over 450 airlines.

Jobs

• Have a job opening? Email [e-mail] and I’ll post it to the site.
• Looking for a spot? Email [e-mail] and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

• Is your team doing great work? email [e-mail] and I’ll post it on the site; maybe discuss it on the show.
• Someone else’s team knocking it out of the park? Want their leader on the show? Email [e-mail] and I’ll ring them up!