Customer Service in a Social Media Environment
The huge popularity of social media sites like Facebook, Twitter and Instagram have created a consumer awakening where damaging remarks and complaints from retail customers have the potential to reach thousands, if not millions, of consumers at the speed of the internet.
Customer service is vital to retailers, and because a great deal of their business today is done online, negative reviews can sometimes have an immediate and devastating impact on their sales if they're not taken care of immediately. In fact, 82 percent of Americans say they've stopped doing business with a company because of poor customer service, according to a recent global survey from Genesys.
So how can today's businesses leverage social media to not only protect their online image, but also to positively impact the relationships they have with both current and potential customers?
First, companies need to adopt a customer engagement solution that can seamlessly capture discussions that are happening in the social media sphere.
A crucial aspect of good customer service is listening to what customers have to say. With social media, retailers can listen to their customers in real time to better understand their feelings about their brand. For example, if there's a problem and a customer voices their criticism on the company's Facebook or Twitter page, the retailer will immediately know about it and make the situation right before things get out of control.
In addition, companies can immediately position themselves via social media to recognize customers’ issues and then address these problems as quickly as possible.
With such a high volume of customer service inquiries each month, the retail industry needs to address how it can reduce this volume. There are a number of ways this can be achieved. Social media is a great way to disseminate vital pieces of information to a large number of people, quickly and often.