Social media is not only a fantastic marketing tool but it can also boost your businesses costumer service. It goes without saying that providing excellent customer service is a basic part of managing your business. However, you can’t limit yourself to providing on-site service. In today’s age of constant connectivity and instant solutions, customers demand to be assisted immediately at any hour, thats why companies that are using social media for customer service are having huge success. Investing in social media for customer service may become your best acquisition and help you towards the best customer service award.
Please see below an example of how FedEx turned social media in to a successful cusotmer service channel.
Here is an infographic courtesy of Bluewolf on social cusotmer service. The infographic shows the importance of social media in customer service. After all social media is more than just marketing, its about listening, engaging and responding to customer questions. This shows the need for a business to be monitoring the social space, with array of social media monitoring tools available that you can add to your management process.
The infographic also highlighted that there will be a huge growth in customers using social media to contact a business with a question. By 2014 it will be a big no-no to refuse to communicate with customers via social channels as it will be like ignoring daily emails and telephone calls
With the huge growth in social media as a customer service channel, this suggests there is greater need to be monitoring the social world for mentions about your business. These mentions will happen regardless if you don’t wish to participate as a social business.
If this is the case you are missing out on opportunities, as its wise to be in constant communication with your customers. Start helping your customers today before they leave you
for a competitor!