Social Media’s Role in Customer Service

Online 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.

Reply quickly

Simplifying Customer Service with Vendasta’s Social Marketing

There are a lot of social networks out there, and it can be overwhelming to try to track comments and respond to ongoing activity on all of them. Vendasta’s Social Marketing software displays comments, mentions, and conversations from all of a business’s social profiles in one location.

Manage activity

Monitor and manage customer activity in a single feed

The Social Feed alerts businesses as soon as someone posts something to their Facebook Page, mentions them on Twitter or writes on their Google+ profile.

Respond Inline to Customers Respond to activity straight from the feed

Managers can comment and reply to people directly underneath their original post, so there’s no need to ever leave the feed.

Reply inline
Keep your history

Track every interaction

Interactions are automatically stored with users’ profiles. Businesses can go back and see whom they’ve helped, what was said, and whether the customer was satisfied. There’s no more guesswork on good or bad service because the history is always available.

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

See how Vendasta can help you succeed

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