Social customer service has an 800-lb gorilla in the room that's finally ready to talk.
Social media is not like email or phone service. Its public nature means a mistake can have enormous ramifications for your brand. At the same time, its rules and constraints (cultural and technical) make mistakes nearby and easy to make. Mistakes become easy—for example, sending a public message instead of a private DM… a mistake that even twitter’s CFO can make.
Are companies better off serving their customers with self-service and automation or on the path to becoming cold-blooded automatons. Where is the balance?
Customer complaints on social media are finally floating back down to Earth where they belong. Rather than lobbing stratospheric public posts, consumers increasingly prefer help over private direct message.
Maturity of social customer engagement and the value of an effort-free customer experience may have been the two main driving forces behind the evolution of customer expectations in 2016. Today’s customers want their voices heard and problems resolved, quickly and without having to jump through hoops. Then they want to carry on with their lives and cast that issue from their to-do bandwidth, freeing up precious time and energy. As 2017 rolls in, here are 7 vital statistics to keep in mind as you consider integrating a social care team or making innovative changes to your existing social engagement profile.
The travel industry is experiencing many changes, mostly because of their rapidly changing customers. The empowered traveler demands more, through multiple channels. Many travel agents, hotels and airlines are adapting as well to serve these always-on social, mobile travelers.
Currently, 50% of hotel companies make it possible to book directly on their Facebook page with a widget or booking engine. The majority of these interactions are still with a human agent but bots are completing basic transactions and answering frequently asked questions. The more advanced, #SocialFirst brands have live agents available on Facebook and other social channels 24/7. They are making digital and social customer service work for them, not against them.
Let’s explore 3 ways that customer service helps the new empowered traveler: