What’s the Best Channel for Communicating With Customers? Part 2
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Al Rose
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A recent whitepaper from TELUS International shows that customers are increasingly asking questions via social networks, opening a back door into customer service. This communications channel is known as 'social care' and it has numerous benefits:
- It feels like the whole world is listening. When a customer voices a complaint or asks for help, help comes from all corners.
- Responses are immediate. When people have a problem, they ask a friend. Social networks have become that friend (multiplied) and answers or suggestions are readily available.
- It's easy. Social networks are the norm nowadays with Millenials, with Facebook the most popular of the networks. It's simply convenient for this generation of consumers to use.
The ease with which customers can draw attention to their issues online is forcing companies to continue to formalize their social care strategy. The number of conversations can seem overwhelming, but technology allows posts to be ranked based on relevance, urgency and influence to help CSRs prioritize their workload.
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