Many companies already understand the advantages of social media to their brand, but how many are now embracing social media for other aspects of their business?
Social media and customer service is now something that goes hand in hand, however that never used to be the case. If someone had a problem with a company, service or product they would need to stand in a line or call in and be another number. Now customers simply need to head to Twitter or Facebook to lodge their complaint.
Some may think that this is great news for companies, and for the most part it is but as this video will explain there are some downsides to customer service on social media.
There are a number of companies that are already using social media for their customer service. WestJet just recently announced that they will be offering 24 hour customer service through their social media channels. Since social media is all about listening to what your audience wants, WestJet learnt quickly that they needed to evolve to meet their customers needs. They know that their audience wants to be able to tweet their questions and complaints and hear back quickly so they started to offer it. I’m sure more and more companies will follow suit.
Would you prefer to ask a question over a tweet or over the phone? Do you think customer service over social media is a good thing?