Customer support through social touch points
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Offering customer care through your social touch points
description
The medium is here and your customers are already using it, probably without your consent. Research shows that Facebook pages and twitter accounts are often used to complain about services or seek support when your product or your customer care agent fails.
Transcript of Customer support through social touch points
Offering customer care through your social touch points
We live in the social media era
The medium is here and your customers are already using it, probably without your consent. Research shows that Facebook pages and twitter accounts are often used to complain about services or seek support when your product or your customer care agent fails.
Separate support from Marketing
Your customers will complain online – will you be there to make it better and use it as an opportunity to make your customer care shine. This is very worrying because it’s likely that your social media platforms were created to increase sales by extending your marketing efforts. This means that your prospective clients are being exposed to complaints from your unhappiest customers. Not a good situation!
It is also a fact that your social media administrator or marketing executives are not trained to answer customer care questions and complaints and will often let you down with regards to these.
Solutions
The simplest way to tackle this is to have separate social media accounts for complaints and client support. This shows that you value your customer and sends a clear message to customers – where they can find you. This will also allow you to shield the flow of prospects from seeing customer complaints before they are resolved. It also means that you can get trained customer care professionals to answer customer care issues. This increases the speed and efficiency with which the issues are resolved making you look like a Company who cares as opposed to a company that gets many complaints.
Your customers are waiting for a reply
Need help to make the social media move… Email us on: [email protected] Call us on: +356 2364 4000 www.centrecom.eu
Administering support in the correct way and making sure that your customer care social touch points are kept up to date and in good order is of major importance. When a prospect becomes a client you can then direct them to your customer care touch-points this will make them feel taken care of. Then all you have to do is deliver good timely customer care ideally 24/7 there is nothing more frustrating than checking back for a reply multiple times for a customer.
