It used to be customer service was that desk everybody lined up or that "special" phone number you called when you had an issue with a product or service. For some businesses it still is. Today however these two items have been combined or replaced by social media platforms to allow their customers to interact and receive answers to their problems more quickly. Having social media platform allows your customers to feel they are important to you
(which obviously they are) and it gives them a feeling their voice is being heard. So why does your business need a social customer service platform? Here are a couple of key reasons in my opinion and experience why you need to catch up with the technology.
NEW BUSINESS: When your social media team (Be
it your own employees or a contracted service) interacts with customers, you create a relationship of happy customers who will tell others. It also allows you to offer special offers to them to make them feel good about contacting you.
Also new business is created by offering tips on other products that you can offer by qualifying their needs.
BUILDING VALUE: It is no secret if you use social media with your business, you are looking very visible and savvy for doing business. With younger customers who have money to spend, you are tapping into a market which
shows that social media interaction creates spending by as much as 40%. Your social customer service platform acts a spring-board.
PREVENTIVE MEDICINE: Offering a social customer service platform builds good will with your customers and stops the bleeding of "Nobody will help me" syndrome. This builds your reputation of caring about what your customers think, what you can do to help their situation, and allows word of mouth to spread via their own personal social media outlets that your company is great to deal with and fixing issues.
Whether your business is a Mom and Pop or a large
operation, developing a customer social platform is not a huge investment. Saving your customer base by offering an outlet for their voice to be heard when an issue crops up will pay dividends in the long run. You can use Twitter, your business Facebook Page , your web site, or run it through your CRM tools. Bottom line, make your customer service social!
Roy has over 30 years experience in the broadcasting and marketing fields. He carries strong credentials in mass media, social media, advertising, marketing, public relations, and video production. Mr. Garton is also a professional actor and voice-over talent.
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