Does your company use social media as part of its customer service channels? This is a topic related to the strategy that a company may have. Having an account on social networks like Twitter or Facebook just because is not the same as using these types of channels to serve customers, regardless of whether they are small or large businesses.
The information we need is already on the web. We rarely turn to a telephone directory to call a business and ask about its opening hours or about a product they offer. Large companies have digital stores or information pages on the web, not only to position their brand, but also to sell. You may be interested in reading more about the importance of social networks for Digital Marketing for SMEs.
Nowadays, many companies stand out in customer service by having customer service channels also on the Internet, and we are aware that the fact of being able to be online through a mobile device, practically anywhere and at any time, increases the demand for this service. People who do not make use of it, it is because they simply have not been offered this great option that will undoubtedly give them another type of experience.
Learn how to improve your online customer service system .
Social media is for sharing
You've probably used social media to find information about products and services, get cayman islands phone number answers to your questions, complain, or simply share your experience. Our customers are willing to use these same customer service channels to share both the good and the bad, so whether you offer good or bad service, everyone will know about it.
Customers have realized that social media is an effective means of communication with companies, as they consider that there is a prompt response to their demands, so companies are working more and more to provide better service through these customer service channels , they know that if they do not do so, they could generate user annoyance, resulting in a decrease in sales. I recommend you read: Give an extra to your customer service .
Although Facebook and Twitter are the most popular social networks, there are other tools within customer service channels that you can use, such as a blog, email or an online chat to provide support and attention to your customers. There are also applications that keep you in direct contact with the products and services of companies. By the way, have you already heard about the QuestionPro app?
I invite you to read: App for surveys. Improve the customer experience by using an application .
Each channel has certain peculiarities; serving a customer by phone, at a point of sale, is not the same as serving a customer online. The truth is that online service is increasingly one of the most in-demand customer service channels. To do so, it is necessary to have trained personnel and to use good practices. However, each of them can also be a complement to another. The more channels are offered to customers, the more information they will have for making the right decisions.
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