Is Having a Social Media Presence Enough When It Comes to Customer Complaints?

There’s no denying that social media is a hugely effective and important tool when it comes to customer services for your business. Just about any business today is using social media in some way or another, but hobbies and interests paragraph examples suggest that many aren’t utilizing this tool in the right way. In fact, many companies that believe they are providing an excellent level of customer service have customers who disagree. Today, a social media presence is essential – but being present on social media isn’t enough when it comes to good customer service. We’ve listed the main things your customers expect from their social media customer service experience. 

1. Timely Replies:

Today’s customers don’t want to wait around for a reply. The ease of access to information on almost anything online means that customers are increasingly demanding instant answers, allowing them to get the information that they need straight away and get on with their lives. Typically, a customer will expect a response within the hour when they contact a company with a complaint or query. But, research conducted recently found that under 20% of businesses respond to customer complaints via social media within one hour, while even more never respond at all. For your social media presence to be effective, it’s essential to work on your response rates. 

2. Live Chat Services:

Many customers will agree that the whole point of a business being present on social media is to provide live customer service options. In fact, research shows that today, a huge percentage of customers prefer using live chat options over any other customer service communications, for example, telephone or email. There are several different options that you could consider for a live chat service; for example, if your business is present and active on Facebook, you could take advantage of the Messenger feature to provide real-time online assistance to your customers when they get in touch using the app or website. For a more professional service, consider using helpdesk software complete with IT asset management to keep track of both active and resolved issues. 

3. Protecting Your Reputation:

Social media can be a hugely effective tool for improving customer service standards, but it can also pose a significant risk to your company’s reputation if not used correctly. For example, one misjudged tweet could quickly become the downfall of your brand, or a long response time advertised on Facebook could put customers off from choosing your company over others. It’s important to ensure that you implement a number of policies to protect your reputation on social media. For example, it’s important to avoid situations where employees are allowed unsupervised access to corporate social media accounts as this runs the risk of inappropriate content being posted and damaging your reputation. 
Social media is one of the best tools out there for promoting your company, engaging with customers, and providing excellent customer service. But, it’s important to be more than simply present on social media sites to ensure that you get the most from them.

Comments

Post a Comment

Popular posts from this blog

4 Industries that Are Slowly Being Transformed by the IoT

In 1999, Proctor and Gamble innovation and consumer expert Kevin Ashton was the first person to coin the term “Internet of Things.” Even Ashton probably never imagined how disruptive this future technology would be. Smartphones hadn’t even been invented yet, but he was already starting to see signs that technology would be more connected than any other time in human history. As a young high school student at the time, I began making similar predictions the year before Ashton coined the term. Of course, my visions mostly revolved around the impact this future technology would play in my personal life and those of other customers around the world. My 14-year-old self didn’t think much about the implications for businesses on a global scale. Most other analysts have also restricted their forecasts to the best custom essay consumer market. They have only recently begun to discuss the substantial impact the IOT will have on SMEs and multinational corporations. As the IOT becomes more main...
Read more

Online Education: Affordable, Easily Accessible And Customizable

Image
On-campus Learning Traditional education can never offer a one-size-fits-all experience. Regular colleges lack flexibility and convenience. Students have to be on campus at a specific time, which is difficult for students who have jobs on the side. In regular classes, there is only one time to catch a professor’s lecture. The content that’s then uploaded on the class website is usually just a sketch of what he or she talked about, and really doesn’t help you catch up, if you had to miss class. Conventional learning is difficult because, in addition to paying tuition, you’re paying to be on campus, to travel to campus, as well as buying physical books. There are a lot of students who struggle with this system. Online Learning Online classes, however, offer affordable plans for students. One reason is that class material can generally be found online and does not require that you buy a textbook from the university bookstore. This can cut costs by way over half. All the c...
Read more

Everything You Need to Know to Stay Properly Hydrated

Image
Old recommendations for hydration were drinking eight 8-ounce cups of water a day. These recommendations, however, are old news. “The Institute of Medicine (IOM) recommends a total daily water intake of 3.7 liters (15 cups) for the average adult male and 2.7 liters (11 cups) for the average adult female,” says Jennifer Christman, RDN, a corporate dietitian at Medifast. “However, water needs will vary depending on the individual’s age, gender, geographic location, activity level and temperature. You should utilize the IOM guidelines for fluid intake and make adjustments from there.” Since there isn’t one magic number for everyone, most individuals can monitor hydration levels simply through thirst. This means drinking water consistently throughout the day, starting immediately upon waking. “The body does not make water, so it must be replenished throughout the day for the body to run efficiently and for general health,” explains Christman. “Fluid losses occur continuously from ski...
Read more