Your business needs crisis plans. For example, you need to be prepared to evacuate in case of fire. From a social media perspective, you need to know how to handle a PR mistake or a product recall. And, obviously, you must have social crisis plans in place in the event of the zombie apocalypse.
Books, sci fi television, and the evening news suggest that the world is primed to succumb to a zombie apocalypse at any moment. In addition to preparing your family and home for this impending onslaught, your social customer service team must be armed with social crisis plans. They must be be prepared to help your customers through this predicament.
That’s why CX Social has officially released our latest feature, Crisis Plans. Crisis Plans are built to guide your social customer service team through any level of crisis with ease. You’ll be ready for any disaster, whether it’s a marketing snafu, a national security threat, or swarms of the undead.
The first step to successfully handling a crisis situation is to notify all of your agents. As soon as you find out that the zombies are coming, you can activate a Crisis Plan in CX Social. This alerts your team to the problem, lets them know that it’s zombies (as opposed to an alien invasion or a blizzard), and informs them that they need to be available.
Additionally, crisis situations might require changes in user roles. One of your colleagues might have experience with a certain kind of emergency. Crisis Plans make it easy to designate your predetermined zombie-resistant colleague as the manager during the zombie apocalypse. This keeps your team working smoothly and efficiently.
You also need to coordinate your external communications. Activating Crisis Plans ensures that you aren’t confusing customers with irrelevant information during the emergency. Even worse would be to come across as insensitive or self-serving by, for example, promoting a sale for braaaaains. The last thing that you need is a PR nightmare to follow on the tail of an already stressful situation.
CX Social Crisis Plans can also help coordinate efforts outside of the tool itself. You may want to create a check list each agent can refer to. This helps ensure your agents are sending calm, reassuring messages, updating the website with your Zombie Apocalypse readiness plans, and stocking up on chainsaws and snacks.
CX Social supports your social customer service team every day, even when the living dead aren’t attacking. Request a demo to find out more.
Kate Zimmerman is a Product Marketer at Clarabridge. Kate focuses on building content that supports CX efforts, product marketing, analyst relations, and has become an industry expert in Customer Experience Management. Kate holds a B.A in Politics from the University of Virginia and can be found on Twitter at @kmzimm.