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): >>>