Your customer experience team needs social media management tools. How do you find the best ones?

To find the best social media management tools for your customer experience team, start by assessing your specific needs and goals. Research and compare tools based on features like scheduling, analytics, customer engagement, and integration with your existing systems. Look for user reviews and testimonials, and consider the tool's ease of use and customer support. Take advantage of free trials to test the tools in real-world scenarios. Evaluate the scalability of the tools to ensure they can grow with your business, and consider the cost-effectiveness in relation to the features provided. Lastly, seek recommendations from industry peers and professionals who understand the unique challenges of social media in customer experience.

Tools are one of the best ways to achieve optimal and efficient result. There are many CRM tools with varying features- mostly non-functional; so it is important to define what the team will want to achieve with it before choosing a tool. Narrow the objective into about 4 key important needs of the business or the team- workflow management, lead management, scheduling and appointment setting. Research what competitors are using and why. Lastly, consider the cost of purchase and if there is an alternative tool that will perform the same task for lesser subscription.

As everyone said including all those things. I wanna add a few more. 1. Always ask for a free trial use that trial first. 2. Make sure the tool is user-friendly and you love working on the tool every day! 3. The tool should be backed by a good customer support team. Enjoy! exploring... or you can follow me to get tried and tested AI tool recommendations.

Empower your CX crew! ? ?? Seek social media tools that turn conversations into connections, sentiments into solutions. It's not just software; it's the heartbeat of human-centric experiences. ???? #CustomerExperience #SocialMediaMagic #HumanConnections

Starting with social media? First, pinpoint your goals. Are you aiming to grow your brand, get more leads, or improve customer relationships? This clarity leads you to the tools that align best with your strategy, making your social media efforts more effective.

If you are thinking long term and thinking of expanding, you should also consider Scalability. Choose tools that can scale with your team's growth. Consider the size of your team and whether the tools can accommodate additional users or increased social media activities.

Finding the best social media tool for customer experience can be hard. As there are various tools with features customers actually do not need/ use. It is important to list out the goal of the tool and the features you'll need, then compare to get the tool with the most benefits. Here are what I look out for in a new tool 1. Functionality- 2. Ease of use- UI/UX 3. Onboarding process 4. Scalability.

I found that 2023 has seen huge explosions of features and benefits thanks to advances in AI. So In addition to comparing the technical features and benefits of social media management tools, consider the potential for these tools to enhance the human aspect of customer interactions. Tools that facilitate genuine, empathetic engagement with customers can be more effective in building long-term relationships. This might include features for personalized messaging or the ability to quickly route customer inquiries to the most appropriate team member, enhancing the overall quality of interactions.

Every tool/tech company is willing to give demos, as they should. Be sure to have representation across the committee/team formed. Gain commits to attend. Record demo sessions for re-digestion of information. It can be a lot to absorb. Ask questions. Do multiple sessions if needed. Too many times people are quick to pick, only to realize too late they have overlooked key criteria. When comparing features & benefits, as stated...that must include support & service...including initial & on-going training...else you are not viewing full picture/costs/etc... Other 'features' often overlooked are: 1)underlying technology leveraged by the tool/platform and stability of the underlying tech; and 2)financial stability of the tool provider.

Evaluate the features and benefits offered by different social media management tools. Consider factors like scheduling and publishing capabilities, social media monitoring, analytics and reporting, team collaboration features, integration with other tools, and customer support. Assess whether you require simple tools with basic functionalities or more sophisticated platforms with advanced features. Evaluate whether the social media management tools can seamlessly integrate with other systems or tools used by your customer experience team. Integration with customer relationship management (CRM) systems, help desk software, or marketing automation platforms can streamline workflows and enhance efficiency.

Beyond just reading reviews and testimonials, actively engage with the CX community to discuss these tools. This could involve participating in webinars, attending industry conferences, or joining specialized CX forums. Direct interaction with peers offers nuanced insights that can't always be gleaned from written reviews. It's also beneficial to look for patterns in feedback — common praises or complaints can be telling about the tool's real-world performance and fit for your team. I belong to a few CX forums - and I learnt a lot from listening to other 'Customers' - so I highly recommend it.

This can not be overemphasized, check to see what real users are saying about the product, what issues they encountered while using it and the duration of usage before jumping in. Also, review industry and expert opinion about the various tools and their recommendations.

Seek feedback from other users of the social media management tools you are considering. Read reviews on trusted software review platforms, check testimonials on the tool's website, and seek recommendations from industry peers. Pay attention to the experiences of users who have similar requirements and objectives as your customer experience team. Consider the pricing models and subscription plans offered by different social media management tools. Evaluate the cost in relation to the features and benefits provided. Take into account any additional costs for add-ons, upgrades, or additional users. Ensure that the pricing aligns with your budget and provides a good return on investment.

Third party reviews and testimonials are invaluable. They provide insights into how the tool performs in a real-world scenario. Look for feedback on ease of use, customer support and any glitches or limitations. Pay attention to reviews from organizations similar in size or industry to yours, as their experiences are likely to be more relevant.

Delving into reviews and testimonials is a tactic I've always found valuable in my career. Hearing from other CX teams about their experiences with social media tools offers real-world insights. It's not just about the features; it's about the impact. From my experience, platforms like Capterra, G2, and LinkedIn groups are goldmines for such information. They provide a spectrum of perspectives, from success stories to practical challenges. Joining these communities has also allowed me to engage in meaningful exchanges with peers, further enriching my decision-making process. Remember, the best insights often come from those who've walked the path before us.

Try the following techniques while evaluating: 1) Pilot Testing - Implement the tool in a controlled environment for a limited time period. Monitor how it integrates with your exsiting workflows and systems 2) User Feedback - Gather feedback from team members while using this tool daily. Their insights on usability and efficiency will be vital 3) Metrics - Define success criteria based on your initial goals 4) Scalability and Flexibility - Ensure the tool can scale with your business and adapt to changing social media landscapes 5) ROI - Key tip; the most expensive tool isn't always the best, especially if it offers features you don't need!

Pilots, proof-of-concepts, testing, evaluating...are a must. Even the best vetting cannot uncover everything within such tools. When testing & evaluating, engage your committee/team involved in the process. Refer back to your goals to ensure it still aligns with desired outcomes. In the testing stage, you will always find things you didn't know about and/or uncover features you'd 'like to have'. This is a great opportunity to interact with your soon-to-be tool provider on how they respond to 'feature requests', how their support team works, etc... Having been on the buyer side of BPO's for years, understanding cultural fit, on-going support, road-map, ease of feature additions (and related costs), professional service costs, are key.

Beyond knowing your needs and goals for using social media tools and reading reviews, it is always a good idea to test them yourself. Test tool A, evaluate your own experience using it to know if it satisfies your unique needs and expectations or not. Then test B and other tools that come across as recommendable from your search, in like manner till you find a perfect fit. User goals and experiences differ. Research and test!

Consider implementing a trial or demo period for shortlisted tools. This allows your customer experience team to test the tools first-hand and evaluate their usability, interface, performance, and overall fit for your specific needs. Collect feedback from your team during the trial period to make an informed decision. Consider the level of customer support and training provided by the tool's vendor. Determine whether they offer resources such as documentation, tutorials, webinars, or dedicated customer support channels. Responsive and knowledgeable support can be crucial for resolving any issues or questions that arise during tool implementation and usage.

POCs s?o excelentes caminhos para se ter certeza se as ferramentas disponíveis atender?o as necessidades do seu negócio e seu time. Inclusive é possível ajustar e customizar features com seu parceiro de negócio e deixar a ferramenta o mais eficiente possível!

#CX #Socialmedia #Managementtools The most important factor is customer segmentation before deciding on the best social media management tool. We can conduct portfolio segmentation based on the size , revenue or any suitable factor : retail, SME, middle market, and corporate segments. Afterward, one segment can be further analyzed through micro-segmentation, considering factors such as the level of social media engagement, buying patterns, and predictive market trends from technologies like IoT and AI. If the company has a tech-driven or tech-focused approach, they can develop a system to analyze and determine a suitable tool for each segment, utilizing the collected data.

One often-overlooked aspect is the ethical use of social media tools. In today's digital age, where data privacy and ethical marketing are increasingly under scrutiny, it's important to choose tools that prioritize ethical data practices and comply with relevant regulations. Additionally, consider the potential of these tools to foster a community around your brand, turning customers into brand advocates. This involves looking at features that enable community building and customer engagement beyond just marketing and service.

Business and personal life are two different concepts. Facebook, X (formally Twitter), Whatsapp, and Instagram are good tools for personal social media usage. But what about business? One thing to consider when using any media, let alone social media for business: 1) Media ensures privacy. 2) Functions are more suited to business usage. 3) It can work with third partys like Indeed, Monster, etc. 4) When certain subjects are minimally promoted. Example, political, religious, and other websites. Sights like LinkedIn, niche apps like banking apps, and even Instagram for professional content are more used by businesses.

Selecting the right social media management tool for your customer experience team: 1. Define Requirements 2. Research: Explore different tools, focusing on features, reviews, and pricing. 3. Feature Analysis: Prioritize crucial features like analytics, automation, user interface, and integration. 4. Scalability: Choose a tool that can adapt and grow with your business. 5. Support Quality: Ensure there's reliable customer support and training resources. 6. Trial Use: Test tools through free trials to gauge effectiveness. 7. Team Feedback: Involve your team in the decision-making for practical insights. This strategy ensures a well-informed choice that aligns with your team's current and future needs.

Social media are just another set of channels that work in parallel with messaging, live chat, email, phone, etc. Your customers don't look at your brand seeing silos of channels. They see one, unified brand and expect to get one, unified experience. Customers want to get the same answers, the same treatment, regardless of the channel they favor. To achieve that, make sure your social media management tool is the same you use for other channels, or at the very least tightly integrated with it.