Customer Service is the latest to be revolutionized by social media.
“Your call will be answered in the order it was received”
Soon those recordings may be coming to an end as companies are starting to heed the call to serve customers on the same channels they use to engage them. In today’s day and age, a quick post on social media via Twitter or Facebook is bound to get someone’s attention. Social listening tools such as Hootsuite, Simply Measured, Salesforce’s Radian6 and countless others have made ‘social listening’ an easier task for social media customer service representatives and social media marketing departments. No longer is social media a place where marketing teams ‘push’ sales pitches and marketing campaigns to the masses. Social media has leveled the playing field, so to speak, and naturally consumers have started to reach out to companies for their customer service concerns via social media.
Capitalizing on this trend, many social networking sites have recently begun to market their sites as platforms for customer service or what many have begun to call, social customer care. Recently, Twitter published a 122 page Customer Service on Twitter playbook containing guidelines and best practices for brands looking to enhance their customer service via the social media networking site. In a move that should help brands achieve this goal, they recently abolished the 144 character limitation for direct mail on the network which should make taking a conversation off the public channel and customer care a bit easier for brands.
Facebook is undoubtedly, the winner in social customer care although there is much room for improvement. According to Social Bakers, brands on Facebook, are answering 76 percent of the 1.5 million questions posted on their Facebook Pages in Q2 of 2015. In a move designed to strengthen their position in social customer care, Facebook recently introduced Pages, an app that helps brand managers manage up to 50 brand pages via their smartphone or tablet, as well as, many other enhancements that will make Facebook an ideal place to engage in social customer care.
In the infographic below I have included some tips on how to effectively handle customer complaints via social media, the return on investment (ROI) of companies who invest in social customer care, and Pew Research Center’s latest findings on social media usage from 2005-2015:
Social Customer Service’s time has come and those companies that deal with customer service issues effectively on social media stand to reap the rewards. To learn more about social customer care, I recommend the following articles: