One of the main changes that must be made in order to implement an effective customer service strategy is a change in your “corporate” way of thinking. Implementing a social media strategy in your customer service model will give you a chance to communicate with consumers at a level that ensures they feel part of your story, and encourages them to recommend your brand to others. Social media and the culture of customer service Using such a solution will not only increase the effectiveness of activities in this area but will also have a positive impact on the company’s image for convenience and social interaction.
Plus, they’re more likely to use this form of contact that’s molded around their daily lifestyles, which also ensures greater and flexible accessibility. Thanks to the ability to speak directly with brands via social media channels, it means many customers feel “closer” to the brand and therefore can emotionally connect and invest in it. It’s worth it for a business to use numerous social media channels at the same time to provide customers with the freedom to choose their preferred form of contact. This form of contact is extremely convenient for customers as it taps into their social network and social time, it allows for quick contact with the customer service department, without the need to make endless inconvenient phone calls. In addition, the use of social networking sites allows you to reach a much wider group of customers than using traditional methods. The mutual benefits of easy brand accessibility via Twitter, Facebook, YouTube, and others allow easy customer contact and engaging social interaction, providing brand building and widescale contact through multiple channels.įrom an entrepreneur’s perspective, it saves a lot of time and money. What is the role of social media in customer service? The use of social media plays a significant role in customer service. We’ll give you a quick take away answer here, then dive into more details… Here we’re going to discuss the importance of Social Media in driving customer service. Social Media can positively influence sales and to a large extent brand loyalty and connection.Īnd although social media was initially used primarily for personal use and to maintain personal interactions, with their development and growing popularity they’ve become a valuable tool to build a community around brands. Building relations with customers via social media and the way these channels are managed is an essential element of the brand’s success.
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