Published on April 11th, 2015 | by Guest0
How Social Media Can Change Your Customer Service Department?
When we talk about the revolutions and fantasies of the internet world, we cannot forget to mention some really important components that have changed the way people connect, talk and interact with each other. If we briefly take our eyes back in the days, we will see the introduction of instant messaging service online brought in the new phenomenon of having the customer services department online for people to directly talk to them through that messaging service rather than waiting for them on the phone. This is one brief instance that started to change the way companies operate, interact and think as well as the customers.
Similarly, when we start to bring our thoughts back to the future we will see the way that dynamics have now completely shifted to a whole new level. The introduction and growth in Digital Media and the birth of Social Media has further elevated the role played by the internet since its inception. Social media is a completely different space and companies who haven’t already adapted to the situation must realize that incorporating into your strategy of dealing with customers is of utmost importance, if they wish to truly understand their target audience and know what is going on there. Today, our blog will talk about social media and the change that it has brought into your customer service department around the world.
Round the clock online
A traditional customer services department had timings just like an office. There was no one available to interact with anyone after a particular hour. However, the social media thing is different. First, it is available round the clock, so someone deep in the night can post something so damaging about your brand that you might not even get the chance to save your image the next morning. This means that the customer services department should also be very much present online round the clock.
Understanding and addressing
Social media brings you closer to the people. It also lets you understand their likes and dislikes in a much more realistic way than traditional research. This way, when you develop a perfect understanding about your customers, you start to notice that you are in a better position to make them realize your importance and how effectively you can solve your problem. It is just like if you know what someone likes and dislikes, you will tailor your behavior accordingly.
Since social media is available round the clock, there is nothing like off-the working hours in there, you are with the customers interacting constantly. This gives you a good opportunity to convince them with your message, but it is also important to make sure you do not annoy them away.
Word of Mouth
Through social media customer service, when a customer goes happy they definitely share something good about you. So your company gets free earned marketing through that. This gives an added motivation to your customer services department to ensure that they work hard at keeping a positive profile of the company and have happy customers on the social media network.
John Kelly is the contributor of this guest post. He is a leading consultant of Social Media Strategies in US. Every time he gives beneficial ideas to the marketers and customers to sale or purchases their items through Social Media. He is also a part of top class custom homework help websites to promote Social Media online.