2. Empower agents to do their best work

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Platforms like Sprout can help prevent that bottom-line-impacting churn through a suite of tools that support faster social media response times. These social customer service efficiency features include:

Smart Inbox: Monitor mentions and messages across social in a single, real-time feed to prevent jumping from profile to profile.
Collision Detection: Receive real-time notifications when team members amazon data are responding to a message to avoid duplicate or conflicting responses.
A screenshot of the Sprout Social Smart Inbox, showcasing the Collision Detection feature.

Suggested Replies: Machine learning technology recommends appropriate responses to frequently asked questions by looking at the previous 90 days or most recent 2,000 messages you’ve sent from your individual Twitter accounts.
When a customer contacts your support line, they’re rarely checking in to say “thanks”. They’re reaching out because they have an issue. Your customer support agents are your frontline defense against escalations that threaten your brand’s bottom line. Providing your team with the resources they need is an easy way to boost both customer service efficiency and agent satisfaction.

Leveraging self-service support tools (like customer service chatbots) is a great way to attract, motivate and retain top talent. These tools filter out easy, repetitive questions that can make the job feel monotonous. They also free up your team’s time, so they can focus on more complicated, high touch issues.

A screenshot of Sprout's Bot Builder creating a bot for the @SproutCoffeeCo Twitter account.

You can also invest in your team through professional development opportunities, like trainings or teachbacks. Dedicating time and resources to skill-building will position your business as a career partner, increasing employee engagement and eventually customer satisfaction.