12 Reasons I Want Customer Service on Social Media

It goes without saying that today’s gigantic Twitter and Facebook user base makes brands more accessible than ever. Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons:

  • Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives.
  • Your brand is already online (whether you like it or not) and ignoring social media can be detrimental to your success as a company.

Instead of talking about what businesses should or shouldn’t do, let’s examine what social media does to customers and their expectations. Technology has changed to the point that a customer can learn anything they want about a product (or brand) on their own, before they even speak to a company representative. With all this power comes great responsibility, so here’s my reasons for using social media for customer support (I encourage brands to take notice): >>>