Social media is becoming an ever more vital part for companies to stay in touch with their customers, fans and audience. We already know that if your company does not have an online presence you don’t exist. At least that is the saying. It is now also becoming vital to have a social media presence so that your customers can easily and fast connect with you should they have questions, comments or complaints. More and more people expect to be able to connect with brands through social media. As a matter of fact, as much as 17% expect to be able to use social media for customer service inquiries. Definitely something to think about.
The possibility for customers to easily reach out to you through social media is a service that has become much more valuable now when most companies are using automated phone systems. I don’t think I am the only one who thinks they are not only slow and confusing most of the time, but also increasingly annoying. Using social media to connect with a brand’s customer service is much more convenient and saves you a lot of time. Personally I can’t understand why more companies don’t invest more in social media customer service efforts instead of evolving their annoying automated phone systems.
Failing customers online, if I may be so bold as to express myself that way, could spell disaster for a brand in an age when social media is what drives most businesses. In an effort to try and help fumbling brands to better their social media customer service, West has put together a compact, yet highly recommended infographic, called Customer Service 101: Social Media, that could very well be the only thing that is necessary for a company’s success.
If you want your brand to stand out and appeal to customers, it’s a good idea to take a closer look at your company’s social media customer service and make the necessary changes. Should your company be one of the brands that help add to the 59% of ignored social media questions, comments and complaints, you could be halting the success of your brand indefinitely. Have a look at this infographic and make the necessary changes. I assure you, the positive change will be a welcome push in the right direction.