Really, what do we mean by social customer service? Read on to find out:
Everything is “social” now.
In a short span of time, social media has empowered the public consciousness. People are increasingly becoming public personas and less hesistant to share their habits to a wide audience. You can see complaints that are lodged on public forums for all to see. If a company doesn’t answer the complaint, it tends to lose a lot of respect and prestige in the process. If handled with due care and consideration, social media is a good forum to make criticism work in your favor.
When every other avenue is exhausted, people air their concerns on social media.
Your business fan page is a public forum. It is frequented by satisfied customers that can si ng your praises and let you reap the fruits of trustworthiness. The reverse is also true.
If anything, today’s consumer is more better equipped to air their grievances on public forums. Again this calls for the need to have trained social customer service representatives that can redress concerns in a professional and courteous manner.
Staying “social” is real-time and convenient for consumers.
And that is why in the future, people are going to look at social media as their savior from traditionally crappy customer services that leave a lot to be desired. The proliferation of smartphones and widespread adoption of social media platforms has redefined the ways people interact with each other.
Consumer-business relations will be increasingly conducted in the social media realm. And that is why businesses should reorient themselves with the changing demands of the time.
Jeremy Keefer, HR and Developer at app developer company Offingapp.
