Break the silos: social media is everyone’s business!
Social media is changing customer service from being a support function to being a responsibility of everyone in your organization. Customers are expecting you to listen and respond to their questions and comments, regardless of the platform. If they are happy about your product or service then they will tell their friends on Facebook. If your product drives them crazy, they won’t bother to call your support desk but they’ll vent their frustration on Twitter. Is your organization listening and reacting appropriately?
Break the silos
Unfortunately, many organizations today still have a siloed approach when it comes to social media. All too often, responsibility for social media is confined to one particular department, such as communications, marketing or customer support. In the era of the Social Enterprise, this is no longer a viable strategy, argues Baochi Nguyen, Social Media Strategist at RingCentral. In her presentation on the social media conference track, Baochi will show how to implement social media at a corporate-wide level:
- How do you instill cross-departmental collaboration with social media?
- How do you encourage usage of social media by sales staff, HR professionals, and basically by each and every employee of the organization?
- How do you “sell” the value proposition of social to senior management?
Baochi is very well placed to suggest answers to these questions. At RingCentral, the #1 cloud-based phone system for businesses, Baochi oversees social strategy and community management. Previous to this, she led the social strategy efforts of Boingo Wireless, where her work earned recognition from Mashable, Entrepreneur Magazine and various book publications.
Caring about your customers
Baochi’s presentation fits well with the conference theme of ‘sharing is caring’. In its essence, your organization’s social media efforts are all about showing that you care about your audience. You have to win your prospects, customers and fans with every interaction across the various platforms. You can do this best by engaging with the public and by showing that your firm is authentic, human and caring.
Want to learn more?
Do you want to learn more about using social media across your organization, and hear from experts such as Baochi how you can serve your customers better? Then sign up now and join the social media conference track!
Leave a Comment
Read our commentary policy.