Using Social Media for Customer Service improvement

Using Social Media for Customer Service improvement

We live in an age where consumers use Social Media to share their experiences with friends or followers. Consumers can either praise you for your fantastic service or they can lash out at you for providing poor service. In the blink of an eye, you can go from hero to zero if an unfortunate incident goes viral. Using Social Media for Customer Service improvement has become essential for any business where service is a top priority.

Managing your reputation online is just as important as when dealing with customers inside your business. Treating a customer unfairly or upsetting them in any way can lead to a possible backlash on social media.

There are many marketing or PR companies now that provide a full time Online Reputation Management service. The purpose of these agencies is not just to post engaging content each day and help grow your business, but also to monitor what your customers are saying about you and give you the opportunity to take that information and turn it into something positive.

Using Social Media for Customer Service improvement

Rather than seeing Social Media as a negative outlet, look at it as an opportunity to listen to your customer. happy or not. Take that information and improve your business and customer service.

Big brands and retailers are constantly keeping an eye on what consumers are saying about their service and products and respond almost instantly to resolve any issues. This prevents a small issue from developing into a much larger problem. It is also a portal for businesses to show consumers that they do in fact care about them and want to provide them with the best service. This also helps to build loyalty with your customers and brings you repeat business.

Article by Deep Thought Media

www.masterhumanresources.co.za