Top 3 Reasons Why You Should Use Social Media for Your Customer Service Portal
Customer service is changing in order to keep up with rapid growth and development of innovative communication channels. Billions of customers whiz past large amount of information on social networks, websites and blogs every day. Today’s customers are more demanding and savvy about products, brands and businesses online before they close on any deals. Due to this empowerment, customers demand for immediate and prompt access to information and in case they don’t get it they move on to the next alternative. Read More
Are You Listening to Your Customers?
It is becoming increasingly apparent to businesses of all different sizes that social media is an essential marketing tool in the tech-focused world of today. The vast majority of businesses now have Twitter and Facebook accounts and use them every day to engage with their current, and more importantly, potential customers. Other, less obvious commercial social media platforms, including Instagram and Pinterest, are also being used to expand brand awareness. Read More
There is no doubt that customer service plays a very vital role in business success and there are a range of ways to engage with customers – from face-to-face to mass emails. In today’s market, social media is one of the newest forms of communication that businesses can use to reach and interact with their customers at a personalised level.
By mid-2015 Facebook had 1.49 billion monthly active users and Twitter had 316 million monthly active users. Considering that the companies were founded in 2004 and 2006, that’s a massive growth of social media users around the world.
The key to customer service in the age of social media is contextual understanding of customers. Where are they, what are they doing and what are they interested in talking about?