Customer Service And Social Media

Is your businesses’ customer service evolving? Is your company growing to match the rapid growth and development of social media and today’s most popular social media platforms? Using these platforms is the perfect opportunity to capitalize on the trend of the audience that is growing.

When most marketers and business owners think about the advantages of social media for their business, they think about attracting new customers to the business. Smart business owners and marketers focus on relationship building, either through regular content marketing or by having conversations with customers who are already familiar with your brand.

Straightforward and effective, this type of strategy has helped thousands of businesses spark new life into their marketing campaigns, but I believe social media has a much broader potential for business development and customer retention.

What happens to your customers when they try to get in touch with a customer service representative, do they encounter these challenges?

Find and Call a Phone Number Unless the number is immediate, just finding the number can be difficult. Wait times, lengthy unproductive conversations, and multiple call transfers are all disadvantages that can leave a sour taste in your customer’s mouth.

Submit a Contact Form It’s an impersonal experience, and customers never know where the contact form is going, when it will be replied to, or by whom.

Send An Email Invisible and impersonal, much communication can get lost over email, and responses often take days.

Find a Service Representative It’s the best option for most customers, giving them a friendly, personal, and authoritative response. However, it can be costly and inefficient to have dedicated account representatives ready for each customer.

Your Customers Are Turning To Social Media For Service

J.D. Power and Associates’s recent Social Media Benchmark study found that 67 percent of consumers have used a company’s social media page for service, compared to only 33 percent for social marketing. Those findings are huge.

Brands already know to invest in marketing on social media. But the general consumer is coming to them wanting more. They’re asking questions, expecting responses.

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com