Everyday users go online to complain about brands – on Twitter,
Facebook, LinkedIn, Pinterest – you name it. Responding to these complaints in
real-time reduces the impact of them on your bottom line.
These days, customers aren’t calling your 800 number. Instead,
they are getting on Facebook and complaining about you or sending a Tweet about
your lousy service. Social
customer service is a very different ball game with unique practices,
plans and a different timeline. You’d better be listening for online complaints
and be ready to respond in real-time or face potentially negative profits.
Social customer service emerged because organic online
conversations require an immediate response. When a customer complains about
you on Facebook or Twitter, you’d better be listening and respond within a
short window or poor attitudes about your brand escalate. Social customer service
connects your customers with people, both inside and outside of your
organization, and with the information they need to solve problems and make
better decisions. Not to mention, your customers expect it.
Check out this infographic, which highlights the key reasons
your business needs social customer service:
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