Social Media’s Role in Customer Service
Companies know that customer service is important, but a lot of businesses still haven’t formed a specific strategy for addressing online concerns and building social relationships. With 89%1 of U.S. consumers saying that they’ve gone to a competitor after a poor customer service experience, it’s clear that a business’s ability to listen to complaints and provide solutions is linked to its success.
Social Media as the New Customer Service Channel of Choice
By engaging in discussions on social media, customers no longer have to endure the frustration of automated telephone systems or feel that their questions or are being sent into an abyss.
Successful customer service is about two-way communication, and on social media, personal responses work best.
By replying quickly to new comments and direct messages, businesses can give their customers a great experience with an added human touch.
By engaging with people through social media, companies have a new way to make connections and provide exceptional customer service. The process is easy with Vendasta’s Social Marketing tool, which enables local business owners to:
- Manage customer activity from Facebook, Twitter, Google+, and LinkedIn
- Respond to customer concerns without leaving the Social Feed
- Keep track of customer service encounters and view history from every social media conversation they have ever had
- Save time and money on customer calls, long email threads, and other support alternatives
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