Using Social Media for Customer Service
More and more customers turn to social media when they are purchasing goods or services. They will research the company on social networks, sign up to follow them for good deals, and even communicate by posting questions or comments. Any modern business must learn how to utilize social media effectively to maintain positive customer service.
How Customers Use Social Media
Customers utilize social networks in many ways when it comes to businesses. They will turn to their friends online to ask for recommendations. Once they find a business they like, they’ll follow or like that business to learn more about them. They may sign up to get deals or discounts not available elsewhere.
More customers are turning to social media when they have a complaint or question. They’ll post on the company’s page for everyone to see. Other customers will watch for the company’s response, what they say as well as how fast they respond.
Are Call Centres a Thing of the Past?
Studies show that more customers prefer to use social media over calling a company when they have a question or complaint. They avoid calling because of the long wait or dealing with call centre agents who don’t know the answers or can’t resolve the issue. Some customers think they will get a better response through social media while others just don’t want the hassle that’s often involved with phone calls.
Companies that have a solid reputation for excellent customer service don’t usually have this issue. When they have short or no wait times and solve the customer’s problem quickly, people don’t mind calling them. If people are turning to social media over other methods of customer service, the business owner needs to ask themselves why and fix the issues.
Combining Social Media and Customer Service
Companies that want to excel in customer service must focus first on making the main point of contact effective, which is usually the phone. They must incorporate social media and respond quickly to customer comments. The business will have to learn how to deal with complaints in a positive way since others will be privy to the interactions.
More businesses are discovering the importance of hiring a social media manager to help them gain or maintain a positive presence in social media. At the same time, they must continue to hire and train outstanding call centre agents to ensure customer satisfaction with each interaction.
Customer service isn’t the easiest aspect of owning a business, but it is one of the most important components. The kind of service you provide to your customers how successful you will be. Social media magnifies that result because others are watching how you handle each interaction.
Any business that wants to succeed must learn how to use social media in their company. It isn’t enough to set up a page and add a bunch of status updates in hopes of attracting new customers. You’ll have to focus on current customers who will either enhance or hurt your online image. Learn how to use social media in your customer service, and you won’t regret it.
Ashley Meszaros is the Owner/President of We An-Ser Communications in Calgary. We An-Ser Communications provides award winning call center services in Calgary, dispatching, medical answering services, man down services, lone worker support, wireless panic services and more. They service the North American market.