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10/11/2013 by

Social Media And Customer Service

Social media opened a brand new chapter in communication. For all kinds of it, including customer service.

Social Media Customer Service

And even though many companies probably did not perceive some social media networks as customer service channels, they have to adapt to it and change perception.

Customers or prospects choose, how they connect to the companies, mostly the most convenient way. Of course, most convenient for them.

Let’s face it, no one wants to spend 30 minutes on phone, listening to a bad song that loops and then explain the story/problem five times until someone can really help; or to receive a template e-mail that is miles away from expected answer.

Social media and customer service should go hand in hand, but the same applies here – response on time or as quickly as possible. And what’s quickly enough?

According to Edison Research, 42% of consumers expect a response on social media within one hour, and 32% think that should be within 30 minutes.

In case the response comes later (or not at all), be prepared to face the wrath of the consumer.

And this is just the beginning. There are more interesting facts looking at the customer service and social media connection in this interesting infographic.

What surprised me the most was the fact that over 57% of consumers expect the social media customer service to be open 24/7 – indeed possible for some big/bigger brands, but not for everyone.

Social Media & Customer Service

Social Media And Customer Service

My Opinion?

Customer service should be fast, reliable and to certain extent, personal. And I think that social media has the potential to bring all this. Actually it already does, the only problem is again, how fast can companies adapt.

No one wants to wait 2 days unless a question is answered. Neither in real life, nor on-line.

What About You?
Do you use social media as a customer service channel? What’s your experience – what was great and what can be better?

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Martin Michalik
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