Using Social Media to Achieve Positive Customer Experience

Many business owners do not know how to effectively use social media to generate positive customer experience. What they know is mainly superficial – using social media channels like Facebook and Twitter (the two giants of social media) to interact with customers.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

Customer experience is not based on statistics but if you look at companies that utilize social media effectively only a little over 10% of them would say that they have used these channels to its maximum potential. A lot of organizations are still in the process of fully embracing the social media concept and nearly equal number of organizations have used social media channels but ineffective – for various reasons.

Those who have said they’re using social media effectively can attest that positive customer experience can be achieved. In fact, they have set up their profiles in quite a few networks – like three or more. Since social media network platforms are all about “interconnection”, it is safe to assume that all customers who engage in social media are people who have understood the power of these channels in terms of faster, timely and more personalized human interaction.

Social media allows you to generate positive customer experience by letting you identify who your customers really are and what they are saying about you on the Internet.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree