It has surprised me recently how people’s experience and interest in using Twitter has varied. I believe that most people have a Twitter account, but many are not making the most of it for personal, business or corporate use.
The simplest way to gain benefit from Twitter is just to listen to what is going on out there. Remember to use Lists (these are amazingly useful and often overlooked) and search on #.
From a personal perspective why not follow people who interest you from sporting, TV or inspirational political backgrounds
From a business perspective you may wish to learn from others in similar roles, companies providing industry knowledge and events or inspirational business leaders and from a corporate perspective what are people saying about you, is anyone complaining and what are the competition or similar organisations doing?
Can you afford not to listen?
To get started bring Twitter into your Contact Centre centralising your communications with your customers, citizens and patients. Listen to what is going on and adapt accordingly, ensuring staff are trained and ready to deal with this growing trend in communication. Your staff can deal with many more communications on Twitter than on the phone, but you can also proactively publish information about issues as they arise e.g. answers to your most common incoming queries, the range of methods to contact you, website URL’s with useful information and good times to contact your business
If people are complaining about your organisation on Twitter, or other social platforms, are you responding?
If not, those people are not being heard by you. They will influence others and take their business elsewhere in the corporate world, but for the public sector they will most likely phone. This is an expensive and inefficient, way to deal with these issues. Issues, that maybe, many others are also having. Whilst the phone is a critical tool for communication and required for many types of enquiry, to run a more efficient business you need to listen to Twitter and respond, educating not just the instigator, but all those that follow them and that follow you.
Cisco have the solutions to help you manage a highly efficient Contact Centre and for prospects and our customers alike we also offer the ability to work with skilled, experienced consultants who can help you map your customers journey and ensure you keep on top of the ever evolving world of social media. If you are interested in finding out more please let me know.
Authors
