How social media affects customer service

Social media is everywhere. If you’re still in the Stone Age and prefer to think that social media like Twitter or Facebook are only fads, chances are you may be losing business. In today’s world the customer is definitely in control; after all  Twitter attracts 8 million visitors per month and 3 million messages are posted daily.

Just think about a customer who is really dissatisfied with a service or a product from your company, and the commentary shows up on Facebook. It it’s bad, you as a company service representative have a chance to be proactive. We all know that there are some people out there that no matter what you say and do, they are never going to be satisfied, and that is just part of doing business. Now on Facebook, you have the opportunity to publicly work with the person and do all you can to satisfy their complaint. As you share your honesty, willingness to compromise and fairness, other people now see through the negative comments and respect and back you for trying so hard to make everything right to fix the problem. Chances are you will build loyalty and attract new customers.

As for Twitter, when a person is only allowed 140 characters per tweet, it’s still an interesting way to build positive customer service relationships. In this world of micro blogging, you can be very proactive by sharing useful information to customers and prospects. What a good way to connect with new customers and ask and even answer questions about your product and services while sharing new ideas. You have the opportunity to build new fans and show people that you care. Even if you are a large business, you no longer are nameless, and showing potential customers that you are real and want to do a great service for clients helps build your positive reputation.

Social media is a form of viral marketing. It’s a quick way to increase awareness of a product or service, so why not use it for customer service?  We’re all familiar with the Geico Gecko and his hybrid English accent promoting the positive customer service attributes of an insurance company. The approach was interesting, entertaining and proactive; an innovative way to spread the awareness of a service and product, and an effective tool to build better relationships with customers and clients.

photo credit: philcampbell