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Best Practices For Social Media Customer Care
by John Bryson,
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Social media has arrived as a first choice channel of interaction for consumers to seek customer care and technical support. It’s the next stage of evolution in the demand for a better online experience and real time customer service.
The birth and exponential growth of social media sites is the new horizon for consumers. However, many enterprise businesses have been slow to embrace social media as a legitimate channel for customer engagement. Here’s a common example: A customer posts a product-related comment or question on a social media site, such as a Facebook page or on Twitter. Many organizations today will ignore the inquiry altogether, or issue a superficial response that directs the customer to contact them through established offline customer support channels. This is all too often a waste of the customer’s time, and misses a key opportunity to both reduce costs and boost customer satisfaction by delivering a robust service experience in the customer’s chosen channel of interaction.
The primary stumbling blocks for enterprise businesses are in the areas of:
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