Point solutions can end up creating more problems then, well, solutions.
Individual disconnected tools reduce cost efficiency and create risky data silos. Think about it: If a customer reaches out to your business for support on multiple channels, that creates several tickets that will be routed to several reps. If their answers aren’t in lockstep, they risk duplicating work or escalating the issue they were trying to solve.
The more disjointed your customer service tools are, the more disjointed amazon data —and less efficient—your customer experience will be.
Reduce your reliance on duplicative tools by picking integrated solutions that contribute to a single 360-degree view of your customer. For example, Sprout Social integrates with leading CRMs, like Salesforce, Marketo and Microsoft Dynamics 365 to provide agents with a comprehensive understanding of a customer’s history with an organization before they respond to a tagged message or mention.
A screenshot of social data from Sprout integrated in the Salesforce platform, which demonstrates how incoming social messages can be linked to existing contacts and cases.
4. Practice proactive communication
Proactive communication can stop a crisis in its tracks, saving your support team from having to wade through a flood of tickets.
This Tweet from Southern California Edison is a perfect example of what I mean. When phone scammers were calling customers, claiming they had past due bills to pay, the SCE team got in front of the issue by developing content to raise consumer awareness