Social Customer Service

Customer service is the single most important factor affecting the real success of a business. There was once a time when customers interacted one-on-one with a company to get their issues resolved. A decade after the dotcom boom, we’re in a very social media influenced society. Taking your customer service to a social media channel like Twitter, Facebook or Google+ is the next step in the business. Many large companies such as BestBuy, Hertz and Air Canada have taken their help desk totally social.

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Even if you have a 24/7 customer service system with agents standing by; you really are not capturing all the complaints/questions people have. Industry reports have suggested that close to five percent of business clientele are already spreading their complaints/issues on social media websites like Twitter and Facebook. Why not establish a presence on these social media platforms and take full control of your brand reputation?

Once you start your social media presence to answer questions, concerns or even take complaints; you will notice just how much people have to ask/say about your company. The results are just astounding, as your businesses online presence will grow and potentially increase sales; provided that you can manage complaints and issues.

There are two sides to this coin.

Sure, a complaint will be visible to the public and hundreds of followers will see it. However, when you can turn that one unsatisfied client into a repeat customer; it will just skyrocket your brand value. Social media starts a chain reaction, because every time your tweet is retweeted or your Facebook page is liked, it would be seen by more and more people. Social customer service is real-time and it can be accessed so quickly on your smartphone; it makes it effortless.

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Most people don’t have the time to look up your website and find your email address or phone number, but they can quickly get you on Twitter or Facebook and send you a message or tweet. According to a study by Gallup, customers who are more engaged with you are worth twenty-three percent more than customers who are not. As a growing business, this is definitely worth investing into!