In the old days of business a few years ago, call centers and client in house support was about the only way to service customers after the sale. Now there’s a new way to have your customer service representatives interact with customers and that is social media.
Social media allows your customer service agents to respond to problems on a broad level rather than person to person. This is extremely useful when updating the status of an on going problem. If you were still running a conventional call center it would be inundated with calls just to find out if the problem was fixed yet or not. Social media can go beyond typical interactions such as phone calls and visits. It allows users to in effect fix their own problems in some cases.
Even if there isn’t a problem, social media can help boost your business by conveying products or services to your customers through social media. Of course you wouldn’t want to spam anyone but many customers like or befriend companies on their social media pages simply to get updates on the company. This can include specials and other promotions that your company is offering.
You’ll still need the call center in a lot of cases though. Social media can significantly help reduce the volume of the calls but there will always be a few people that will need to speak with a live person and have them walk them through something.
Bring social media to your customer service department can help in all sorts of ways. Another aspect of how social media can help your business is that it is instantaneous. Posting can become like a viral advertisement and your social media post could potentially reach millions. Having that kind of exposure for a service that is saving your company money is a win win situation. Your customers get the updates to the products they need and you get in essence free promotion of your products. Having social media as part of your customer service plan seems more like a requirement in today’s internet rather than an option.