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The Role of Social Media with Customer Service

Customer Experience

With the onset of new media, rarely do customers pick up the phone and call customer support, especially when there is a complaint. Having to be put on hold for 10 minutes is reason enough not to call at all. But people need and want to be heard still and for companies to thrive, they still need an outlet to listen.

The Role of Social Media with Customer Service image les deux garcons1

Customers now turn to social media and emails to voice their concerns. One of the key reasons (other than promotions/free gifts) why someone ‘likes’ the facebook fanpage of a global brand is to voice their concerns online. Fast, and hidden behind a computer screen, customers can now bypass the awkwardness of having to speak live to a customer service officer, something shy and inhibited people tend to avoid. And boy are customers talking a lot online.

Just a quick glance at any major brand like KFC or McDonald’s facebook, and you will find a stunning number of ‘feedback’ scrawled on their timeline. Yet big MNCs know that complaints are not to be taken lightly. Each wall comment is personally replied to, and if needed, referred to the proper channels for compensation. This is very good practice and every company needs to address their clients, lest a social media meltdown occurs like Amy’s Baking Company’. By the way, a very good article was written on social media lessons learnt if you follow the link provided, but the short version is: NEVER EVER INSULT YOUR CUSTOMERS ONLINE.

Not just complaints, but many potential buyers now use social media to enquire about products, specifications, location and a myriad of  other related subjects. Given this increased ease to voice their queries, response expectations are also increased proportionately.

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‘Can you follow me back? #yourcompanysucks’

‘I made this wall post 3 days ago, why isn’t anyone responding?’ 

‘Why didn’t they re-pin my image on their board?’

In a way, consumers are getting very pampered and used to instant gratification. No longer is ‘office hours’ a valid excuse not to respond, as it is now assumed that everyone, including corporations, should be constantly connected to social media. If your company is still sticking to the old ways of checking only during office hours and weekdays, it’s time to get plugged in. Download social media apps on your phone, get cross-platform programs like - whatever it takes to allow yourself to be more connected to your prospects. Not only do you get feedback to change faster, you can correct and respond to any mishaps and contain a social media  nuclear bomb before it goes off. If you still doubt how bad a social media complaint can be, just check out where social media can multiply complaints a million fold.

A dissatisfied customer used to tell between 9-12 people about their experience, but now, 1 pissed off redditor/9gagger can easily tell thousands. Social media has become a channel integrated with customer satisfaction, so do take special care to nurture and speak to every post no matter how trivial it seems as it is an excellent vanguard indicator of sentiments.

More fun rants on Seth Lui’s Blog

Comments on this Article: 3

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  1. Linda Palmer says:

    Through the social media, customers can be updated fast and get more information about anything than a calling system. Social media marketing is the most effective and useful way to connect with many people online and get the different information in just few minutes.

  2. rachel says:

    Great post Seth, couldn’t agree more. Businesses today have to have a social customer service program in place, it is absolutely essential – especially with 81% of Twitter users expecting a same day response. You should check out the latest edition of our Definitive Guide to Customer Service, think you will find it quite informative: http://landing.conversocial.com/download-our-definitive-guide-to-social-customer-service-1

  3. Social media has become a part of everyday life including informing, amusing, and engaging us. Customers have now turn to social media emails for giving voice to their concerns. A social media is arguably the world’s greatest communication tool. It is a two way street and present a new opportunities and challenges for business.

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