By Edwin Margulies
One of the biggest questions practitioners of customer service ask regarding social engagement is "What about the ROI?" If you are embarking on a new social engagement for customer care initiative, you are probably thinking of all the ways you can improve efficiency and retain customers. Here are some guidelines that should get you started.
What are the ROI Hot Spots?
There are several hot spots I recommend you consider. They are: a) agent efficiency; b) customer retention; and c) up-sell / cross-sell. If you are doing sales campaigning and brand management there are other hotspots too but for this article we will concentrate on the ones most associated with customer care.
You may wonder just what makes agents more efficient in a social care context. There are three areas of concentration that pop up. They are:
- Spam Elimination
- Author and Post Attribute Search
- Agent Assistance Tools
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