Customer service is the act of providing service before, during and after a purchase, to enhance a customers level of satisfaction.
Although social media is used by customers as portal to voice their opinions, it is also a platform which companies can use to give customers good service. It should not be used as a way to interact just when there is an issue. Social media allows companies to get closer to their customers and should be seen as an opportunity to create customer satisfaction, which in turn can improve customer retention and potentially generate referrals and new business.
I’ve recently had some great examples of companies providing excellent customer service through social media channels. Here are a few:
Even when something negative happens, good customer service on social media will really help turn the situation around – Like in this example:
@Liz_Harmon Hi Liz, we’re experiencing high call volumes at present. You can try our website for general queries or can I help you? ^Leigh
— npower help (@npowerhelp) October 24, 2013
So why is all of this important?
As a customer, are you still waiting for a reply to your email, but get an instant answer to a message you posted via social media? For this reason, many customers are changing the way they communicate with businesses. As a business, this is something that should be taken into account. It’s important that there is enough resource to manage this shift effectively, with sufficient knowledge on how to respond. However, as mentioned before, it’s not all about the negative, but taking this opportunity to interact with customers, to make their experience a memorable one.
What companies have you seen that have great customer service via social media? Have any stood out? Let me know in the comments box below!