The power of social media cannot be underestimated by any
serious brand or organisation especially when it has to do with customer
satisfaction and engagement. It has completely changed interaction with
customers. So, how has social media revolutionised customer service? Here are the ways or how this is
happening.
Public and open interaction with customers
Today, customers can have public and open interaction with any
brand whether they have complaints or not. There is nothing that is hidden
anymore.
Variety of options
Customers do not need to dial any number to reach customer
service. With social media, they now have options to engage businesses. There
is Facebook, Twitter, and Instagram to help resolve any issues. This is because
many organisations now have social media presence.
Ruin a brand's reputation
If you want to destroy or ruin a brand's reputation, you should
take to social media. You can do this when such an organisation is unresponsive
and refuse to take action on your complaints. A tweet will prompt them to act
because they want to protect their image.
Take advantage of influencers to build your brand
There are now social media influencers that can help you promote
your brand or social media campaign. This can give you more traction and
reach.
Provide instant help to customers
This is the ultimate way social media has changed customer
service. It has made it easier to provide instant and immediate assistance to
customers. It is presently possible for brands to quickly respond to inquiries,
questions and complaints.
Announce policy changes
News organisations now follow the social media accounts of brands
so that they will get firsthand information and announcements. So, no
organisation needs to go through newspapers or television to announce policy
changes. You can share a post on social media and the media will pick it up.
Deal with different customers at the same time
With social media, you can deal with different customers at the
same time. This is why social media is a department under Public Relations in
some organisations.
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