Has your social business involved every department it can?
We all know that the marketing department is going to be among the first to adopt new media when it comes to social business, but what other departments can contribute to it? These three departments are generally forgotten when it comes to social business, and it is easy to understand why: a lot of people don’t know how they can be social!
Now, this is a little paradoxical. Yes, your customer service department is inherently a ‘social’ department per se. After all, it spends the day dealing with people. But when becoming a social business, your customer service department is going to become much more public then ever before. And that’s a good thing.
Social Care – or, customer service on social channels – is increasing in popularity and becoming a favorite among consumers. When evolving into a social business, you are certainly going to want to get your customer service team on the front lines. Just be sure you have a strategy in place for every possible scenario! Now, with social in the mix, your customer service team is a pseudo PR department. They are a direct reflection of how your company treats clients, so make sure they are doing it right.
Has there ever been a department more suited for conversing on the web? Your tech and support teams need to be able to show that they can help with anything at any time. They are like an extension of your customer service team. In fact, they are your customer service team.
Think about it. When you call a customer service line, they are generally going to connect you with the department most able to assist you with your problem. By making these departments as easily accessible as your customer service team, you can help cut out the middle man and save time on all fronts. Let people deal with matters in the most efficient way possible, and your business will be functioning at optimal capacity.
If your sales team is not already on social, get them on there! You never know where you might find a new client, but you can rest assured that wherever you might find that client, there is a pretty good chance you will find them on social channels, too.
Your sales team should be listening to the conversation around your industry and involving themselves in the conversation when and where it is appropriate. Take a look at this blog post about cell phone carriers to see some great examples of Dos and Don’ts when it comes to social selling.
What other departments do you think would benefit from a presence on social media when you become a social business? Tell us in the comments below or on Twitter!