Customer Service Via Social Media? Channel Your Energies Effectively!


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49% of customers wanting help from a company’s customer service team contact them by email and 43% picked up the phone! That’s according to a new report commissioned by Rakuten’s,

That might not be particularly revalatory, but what is, is the differences of approach to airing customer complaints by different age groups, and it’s the youngsters who are the loudest!!!

46% of customers aged 24 and below used social media to air their grievances and this drops to 33% for those aged between 25-33.

These customers also see speed of response being the biggest issue with 33% of them saying that responses are too slow. The over 45?s biggest issue was local language fluency of the people they were (trying to) talk to.

The key lesson here for any business is that, when it comes to customer service, regardless of the age and type of your customers, are you…

a) geared up to deal with them via the channels that they want, and…

b) do you do it in a way that meets (or even ‘exceeds’) their expectations?

Work out what this means for your customers, and channel your energies into getting the right channel!

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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