Fact: social media is here to stay. If they haven’t already done so, companies need to rethink their business models — not just in terms of marketing and sales, but also service — in order to keep up with the ever-growing, ever-pervasive phenomenon that is social media.
We all know about (and constantly see) social media marketing at work — but did you know that 67% of businesses are now using social media for customer service purposes? This trend shows no signs of waning, and it’s in every company’s best interest to get on board the social service train. Ensuring that these real-time social service encounters are both pleasant and effective will allow your company to increase customer loyalty and the favorability of your brand. Furthermore, customers who do not receive valid support (or even worse — fail to receive a response at all) will have every justification to discontinue working with or supporting your company.
So now you know what (and what not) to do to amp your service credibility, but how exactly do you implement the new course of action? Read on to learn how to successfully navigate the new wave in social media customer service: