Social Media and Social Customer Service
in Today’s World
What
is the first thing you do when a product doesn’t work? For the majority of
people, they hit the internet to see if anyone else has the problem and how
they fixed it. If that doesn’t work, then it’s time to contact the company.
Through the years, people have either called or emailed customer service or a
help desk to try and resolve the issues with said product. Neither seemed to be
fast enough, and let’s face it, today’s society has become reliant on instant
gratification. Then, social media came into play.
Social media has
exploded over the past several years. Social media now allows your business to
be displayed to thousands of users. Businesses now realize that they must join
in social media or be left out in the cold and, therefore, lose out on customer
support and income. Social customer
service is at the forefront of social media. Being active with your customers
and using social media will help strengthen your relationships and help to
create new ones. With social media you can stand out against your
competition. People post what
businesses/services they are happy with, but they really talk about the ones
they are unhappy with. Statistics show
that the majority of consumers favor what their friends say over what generic
reviews say.
Companies who monitor
their products and services over social media are able to address negative
comments, correct those situations and make the consumer happy - which is
really what we all want. Why not be on
social media? Most of your customers are probably already talking about you on
social media - they are influencing their friends - your customers and
prospects - with their opinions. It only
makes sense to take your field of support to where your customers already are.
Why does your business need social
media? The top five reasons why social media can benefit
your business:
●
More organic
customer endorsement
●
Boost in
customer value
●
More efficient customer service
●
Preventive protection of brand reputation
●
Possibility for new business opportunities
Customers who are
satisfied with their social customer service, will come back again. In fact,
70% of the customers who use social media for customer service are satisfied
enough with their experience that they do come back. Social media agents can
manage four to eight times more high value interactions compared to a
traditional, voice-based contact center agent. This type of customer service
will most definitely exceed the customers expectations and create a positive
experience. Satisfied social customers are likely to spend 20-40 percent more
than those who experience a not-so-pleasant, non-social interaction.
One reason for the
recent social media crisis is the fact that people are receiving poor customer
service. This has all occurred within the last decade, to the point where it’s
become a crisis. With the help of social media many businesses can address a
consumers dissatisfaction much faster than those companies that do not use
social media. The faster the customer’s problem is resolved, the happier the customer
will be with the product.
Group #3
Great points are made in this article. It is true that most business are being discussed on Social Media anyway, so they should take advantage of this chance for customer engagement.
ReplyDeleteAs Stephen said, great points. Your blog really instills what we have been learning the past few weeks, and what an impact social media has on customer society. In a society where we expect immediate results and answers, connecting with companies via social media is a great tool. Expressing both negative and positive feedback on social media such as Facebook and Twitter not only effects the company, but also future/other current consumers.
ReplyDelete