Customer Service in the Age of Social Media 📱🤝🌐

🌐 With the rise of social media, the way we interact with each other has changed. It’s now more common for people to have passive conversations online, rather than talking in person or on the phone. This change has affected customer service, as companies are now dealing with customers through social media channels instead of traditional ones like phone or email.

This shift can be difficult for companies, as they need to adapt their customer service strategies to account for the way people are using social media. One challenge is that many customers expect a response on social media within minutes, which is much faster than most companies can respond. Additionally, companies need to be careful not to offend customers with their responses or make them feel like they are being ignored.

🤝At the same time, some customer service employees are worried about their jobs becoming obsolete with the rise of social media. However, this shift makes some aspects of their jobs easier. For example, it’s now easier to research complaints and see what has worked for other customers in similar situations.

For companies that use older strategies like phone and email, they need to rethink their approach. When dealing with customers on social media channels like Twitter or Facebook, companies should aim to respond quickly and be more personal than they would on an impersonal platform like email. They also need to think carefully before making a response; some responses could make a bad situation worse, which is why many companies have designated people who deal with this issue instead of letting customer service employees handle it.

📱Ultimately, the rise of social media has changed the way companies need to approach customer service. However, with a little effort, companies can adapt and provide the same high quality service that customers have come to expect.