Dave Landry
Technology has improved many areas of marketing, and customer relationship management is no exception. Rather than dialing a number and sending an email, users now more than ever, ask for a product information, look for help and search for solutions via the web. Whether it’s social media or a company’s website, it’s important to provide your audience with an online platform where they can leave you feedback.
Amongst all the various digital channels, social media appears to be the platform on which most people spend their time. Thus, it is not surprising that 67% of consumers have turned to a company’s social media site when they encountered a problem that needs resolving.
However, with so many users turning to social media platforms to voice their questions (and more frequently, their unhappiness) are businesses well equipped in handling the change? The answer isn’t a definite yes (only 36% of consumers that make customer service enquiries via social media have their issues resolved). But fret not, because the infographic below will help turn you from a social media customer service newbie into a complete pro.
While social media may be one of the most popular forms of customer service, it isn’t the only one out there. Since SMPs (Social Media Platforms) are usually viewed by all, attending to your customer’s needs there seem a little like airing your dirty linen in public.
Don’t get us wrong. Social media is great for very public brands like Coca Cola, who don’t mind displaying their conversations online. But for some others, like Zopim’s client BaKare Beds, who specializes in the sale of adjustable beds and cots for people with disabilities or mobility problems, clients value discretion in communication. Thus, live chat becomes valuable as it allows for a level of privacy that is not available via phone calls or social media platforms.
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