Social Audio: The Key to Elevating Your Customer Service Strategy

by | Jan 17, 2023 | Featured Blog, Marketing & Branding | 0 comments

Social audio platforms are growing in popularity for a good reason. People crave a sense of community. We want to share ideas and experiences, and the desire for connection intensified during the worldwide pandemic. It was difficult to form and nurture relationships while confined to our homes. So, like millions of people, I was drawn to and obsessed with the first social audio platform, Clubhouse. It was unique, fun, educational, and entertaining. Clubhouse served a great purpose and gave us a sense of belonging when we needed it most. As the months and years flew by since Clubhouse launched in 2020, I learned and tested other social audio channels like Twitter Spaces and LinkedIn Live. And now, I’m discovering Discord and Wisdom

Knowing which platform is right for you and how to make the most of it for personal and professional benefits is challenging. It’s hard to keep up as the internet doesn’t sleep, and platforms continue to evolve. Besides trial end error, I am learning from online communities such as one led by social audio specialist Keith Keller.

Last night, a diverse group of us had a lively conversation about each platform’s pros and cons, which I’ve summarized below. Time will tell which social audio platform will sustain the most growth and member retention. I firmly believe the one that makes it EASY and SIMPLE to use and provides a best-in-class customer experience will win! CX and UX are game-changers.

The Differences Between Social Audio Platforms:

The list of social audio platforms is increasing. The key difference is the audience they attract which continues to evolve. Clubhouse and Twitter Spaces, for example, are more geared toward casual conversation and networking. LinkedIn Live and Wisdom are more focused on professional development and industry-specific topics. Finally, Discord seems geared towards gaming and communities of like-minded individuals.

When choosing a social audio platform, consider your goals and the type of audience you want to reach. For example, Clubhouse and Twitter Spaces may be a good fit if you want to build a personal brand and connect with a broader audience. On the other hand, LinkedIn Live or Wisdom may be a better choice if you’re interested in sharing your expertise and connecting with other professionals in your industry. And if you’re looking to connect with a specific community, Discord may be ideal.

The Benefits of Using Social Audio Personally and Professionally

On a personal level, social audio can help you build confidence and find your voice, connect with like-minded individuals and build a community. On a professional level, it can help you grow your online network, develop your brand, and establish yourself as an expert in your field. Influencer marketing is booming because people don’t trust advertising. Listen to DoingCXRight podcast episode 69 to learn more about this topic and the ROI (Return on Influence).

By the way, if you are a podcaster, you can host live audio sessions that can be recorded and repurposed as show episodes. And also, use these platforms to promote your podcast and connect with other show hosts.

Using Social Audio To Deliver Better Customer Service Experiences

The following explains how and why to use Social audio as part of your customer service strategy:

  1. Gain customer insights. By hosting live audio sessions and encouraging customers to share their thoughts, companies can gather valuable feedback to optimize experiences across the customer journey.
  2. Announce new products and services before the launch. Social audio can boost awareness and influence buying decisions without hard selling. It’s also valuable to announce limited-time promotions and discounts and ways to redeem them for more sales.
  3. Provide customer support. Social audio enables people to call in and speak with an agent or chat-based sessions to type in questions and get answers in real-time. It’s especially beneficial post-purchase to diminish returns.
  4. Create a sense of community around a brand. Offering regular live audio meetings where customers can interact with each other and the company fosters a sense of trust, loyalty, and engagement.
  5. Conduct training sessions. Allowing customers to get the most out of their new purchase and troubleshoot issues helps reduce customer service calls later.

In summary, social audio platforms like Clubhouse, Twitter Spaces, LinkedIn Live, Discord, and Wisdom offer many personal and professional benefits. When choosing a platform, consider your goals and the type of audience you want to reach. To make the most of these platforms, be authentic, engage with your audience, network, and promote your content without a traditional selling mentality. With these social audio actionable tips and best practices, you can find your voice and differentiate your brand with CX at the forefront.

 

Want To See What Social Audio Experience Looks and Sounds Like?

Check out Stacy’s guest appearance on Twitter Spaces hosted by Madalyn Sklar #TwitterSmarter.

 

Stacy Sherman joins Madalyn Sklar on Twitter Spaces about Doing Customer Experience Right

Check out more of Stacy Sherman’s content about Influencer Marketing and Doing CX Right.

Influencer Marketing: The Power of Authenticity (Lessons from HBO’s ‘Fake Famous’)

Influencer Marketing -The Power of Authenticity and identifying people who are Fake Famous by Stacy Sherman

How To Build and Maintain A Successful Online Community That Enhances Customer Experiences

Online Communities: How to create and maintain to enhance customer experiences

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*All views expressed are Stacys and do not reflect the opinions of or imply the endorsement of employers or other organizations.

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