If possible, take a look at parties that preceded you. Preferably competitors if possible. Ask them about their experiences and the most important do’s and don’ts. It was very valuable for us to hear what these experienced experts had taken into account. Especially because it concerned experiences in the same how to practically use ai in accounting sector. For example, we received the following tip: keep in mind that not only your own customers will follow you. Critics, journalists and opinion makers also ask questions and post messages.
Lobby!
Making a plan is one thing, but
putting the plan into practice is another story. The first bottleneck was convincing the stakeholders. The social media enthusiasts immediately said ‘yes’. But more persuasion was needed with the people who mainly saw danger in it.
Social media are always and everywhere and the content is of course public. Did we want to bring the difficult pension subject and the personal questions of our clients ‘out in the open’? Our story was loud and clear: yes, we want that. People are talking about us anyway, also online. And then we prefer to be part of the conversation than the passive object. Especially when pension awareness is under discussion. Then you cannot do without channels that are made for conducting dialogues. We used the same arguments in every conversation and every presentation and did not let ourselves be discouraged. We received a round of applause.
webcare-team-fotolia
Assemble your team in a creative way
After the ‘go!’ we focused on webcare, specifically on properly securing the answering of questions and suggestions. The stakeholders demanded a good webcare team and solid working agreements. We quickly decided that the webcare team had to be composed of employees from india number list customer service. They have exactly the right expertise and can – especially in the beginning when things are not going well –
We decided to approach the selection differently and had the interested parties complete a user groupscustomers help each other selection assignment. This assignment included a set of fictitious problems in and around social media. For example, a complicated question had to be answered via Facebook, a real tweet from a customer service had to be improved and advice had to be given about criticism via a large forum. From the answers it quickly became clear who knew a thing or two about social media. For example, someone answered: “I had previously answered this: (…). By the way, that fits exactly in two tweets.” He was our first man.