{"id":920297,"date":"2018-12-28T16:27:06","date_gmt":"2018-12-29T00:27:06","guid":{"rendered":"http:\/\/customerthink.com\/?p=920297"},"modified":"2018-12-28T16:27:06","modified_gmt":"2018-12-29T00:27:06","slug":"is-social-media-the-brand-new-customer-service-tool","status":"publish","type":"post","link":"https:\/\/customerthink.com\/is-social-media-the-brand-new-customer-service-tool\/","title":{"rendered":"Is Social Media The Brand New Customer Service Tool?"},"content":{"rendered":"

\u201cPlease stay online. All our customer service representatives are busy at the moment. Your call is important to us.\u201d<\/strong><\/p>\n

How many times have you come across this situation? Reaching out to customer service executives on phone call seems to be a difficult task, isn\u2019t it? Don\u2019t you think there has to be a better way to provide assistance to customers, some alternative way that is not only fast but also makes the customer feel valued?<\/p>\n

\u2018Social Customer Care\u2019 – The New Marketing Tactic<\/h2>\n

In this noisy world of marketing where the attention span of people is constantly decreasing and vague advertisements add no value to the brand, offering customer service over social media platforms is quite a powerful tool. \u2018Social customer care\u2019 is the new norm in marketing. Crafting the customer service strategy that revolves around making the best use of social media channels helps in enhancing the brand awareness. <\/p>\n

\nSocial customer care is an opportunity to get your brand closer to its customer community. Offering customer service over social channels like Twitter or Facebook amplifies your brand story to a great extent and this is what sets it apart from competitors. <\/p>\n

Using Customers as Brand Ambassadors<\/h2>\n

\u201cNot me, but my customers represent my brand. It is the reflection of customers journey with us.\u201d<\/strong><\/p>\n

Social media is a platform where customers share their experiences and the entire world can see it. Be it a good or bad comment, company can respond to it appropriately and resolve the customer\u2019s issue promptly. Receiving exceptional social customer care has the power to convert customer\u2019s negative post to positive one. <\/p>\n

Customer\u2019s post on company\u2019s social media profile adds a personal touch to the brand and this makes it look more real, trustworthy and reliable. What can be better than making your customers the brand ambassadors of your company!<\/p>\n

The Double-Edged Sword<\/h2>\n

Leveraging the strength of social media platforms as a customer service tool is a debatable topic. While some experts think of it as a game-changer customer service tool, others are worried of the transparency this tool bring along with it that could harm the brand reputation. <\/p>\n

Example 1: Bad Form of Social Customer Care<\/h3>\n

Indigo Airlines has been using social media channels to address its passengers queries. However, the social media team at Indigo failed to catch the sarcasm of a passenger who complained for mistakenly sending his luggage to Hyderabad while he traveled to Kolkata. The default reply from Indigo Airlines was nothing less than a laughing treat to Twitteratis. <\/p>\n

\"\"<\/p>\n

Courtesy: Twitter<\/p>\n

Example 2: Effective use of Social Customer Care<\/h3>\n

Hootsuite has always been on its toes when it comes to serving customers on social media channels. It is known for sending quick replies to its users\u2019 queries and provide instantaneous solution or help. Following image shows how social customer care team at Hootsuite helped in resolving the user\u2019s issue. After receiving satisfying customer care from social media team, the customer replied positively and this enhanced the company\u2019s brand value.<\/p>\n

\"\"<\/p>\n

Courtesy: Twitter<\/p>\n

Social Media for Customer Care: YES or NO?<\/h2>\n

\u201cHave you ever used any social media platform to write positive or negative comment about your experience with the brand?\u201d <\/strong><\/p>\n

\u201cYes definitely, I have shared my reviews, raised complains and even appreciated brands on social media.\u201c<\/strong><\/p>\n

Several companies have already embraced social media as a powerful customer service channel. However to just embark up on this journey is not sufficient – it has to be done in the right way!<\/p>\n

To cut it short, allow social media add value to your brand by taking care of few simple things as mentioned below: <\/p>\n

    \nSpeed is quintessential for the success of social support. Respond to customer\u2019s social post instantly, ideally within 20 to 30 minutes.<\/ul>\n
      \nIdentify subtle cues from the customer\u2019s post and accordingly using the right tone of voice in your reply.<\/ul>\n
        \nMake use of friendly tone to make the customer feel cared. Use wording that make the customer feel assured that you are going to make things right very soon. <\/ul>\n

        Start your journey to earning more loyal customers and building stronger relationships with them through correct and effective use of social media for exceptional customer service!<\/p>\n","protected":false},"excerpt":{"rendered":"

        \u201cPlease stay online. All our customer service representatives are busy at the moment. Your call is important to us.\u201d How many times have you come across this situation? Reaching out to customer service executives on phone call seems to be a difficult task, isn\u2019t it? Don\u2019t you think there has to be a better way […]<\/p>\n","protected":false},"author":14101,"featured_media":897889,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,84,87,101],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/920297"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/14101"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=920297"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/920297\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/897889"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=920297"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=920297"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=920297"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}