How Customer Service is Being Shaped by Social Media

Having impeccable customer service that is both friendly and timely can be the difference between a business’s success and its failure. This is why customer service is being shaped by social media, where companies are providing 24/7 online support. An estimated 37% of consumers prefer to interact with customer service via social media as opposed to the phone which is why social media customer service is a trend that will only continue to grow.

Companies like Zappos have a customer service specific Twitter account that they use to engage with customers and answer questions within 24 hours. Most expect an expedient turnaround regarding their customer services questions and concerns; Zappos has a 54 minute average response time. They also respond to every single inquiry making them a leader in consistent, engaged customer service.

Here’s how customer service is being shaped by social media:

• Reputation management can be supported through a network of social media platforms that work to address both good and bad feedback. It will also often help draw patterns in your strengths and weaknesses.
• Timely responses are imperative to good social media customer service. Companies that do it well employ a 24 hour policy to provide a response to all inquiries. The quicker the turnaround, the happier the customer and the more likely you are to create brand loyalty.
• Customer engagement is one of the most important elements of social media customer service. Not only do you want to provide incredible customer service, but make it a point to interact with your customers and get to know them. Show some personality!

Which companies do you think best utilize social media in their customer service efforts?

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