If you’re using social media purely as a marketing tool, you’re probably doing it wrong. Social media networks have become a prominent channel for customer service. Yet, there’s still a huge gap between what consumers want from customer service on social media and what many businesses are actually delivering. Here’s the 5 musts of social media customer service to help your business bridge this gap and improve your social customer support performance.
1. Never ignore social media customer service
The very first and the most important step is simply realizing that social customer service matters. You might be skeptical of various statistics reflecting the social media role in customer service, but you can’t deny the fact that customer feedback on social media is public and visible to anyone. While consumers are more likely to turn to social media for sharing their negative experiences with companies, your brand’s reputation might be hurt if you let things go hang. >>>