Actions to Be Taken for Effective Social Customer Service

Dec 29

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12/29/2015 12:55 PM  RssIcon

Social media is a great tool for customer service and that has not been adopted by enough businesses yet. By adding social media into customer service strategies that stand out from the competition by providing, in real time, the results that meet their customers through the platform of social media. If you have ever used a telephone line customer, you know it's a stressful experience to press button and then press the button again, only to be transferred to another person. If you will sent an email to customer service it may be take a week to respond.

The great thing about social media is that it is immediate, or quick. It can provide great experience to their customers, which in turn improves customer satisfaction.

Customers Care by Publishing Blogs

Blog is the best way to create a strategy for social customer service, using social communication style. The World Wide Web has taught us to demand and get everything immediately without wasting much time and effort and blogs do exactly the same. A blog can solve the customer's inquiry, the market for a product or service to advertise on further improvements of the company. Regular and easy updates on blogs to keep the brand always in the news. The comments section of the blog provides instant information about the product or service that can turn a negative into positive and develop the brand image.

Use Forums to Answer

If a lot of customers are faced with a similar type of issue and calling asking the same questions, it is smarter to put the solution that can be searched worldwide for users and search engines. The customer can easily click on the product name to resolve their problems. In addition, a forum can provide various solutions to a single problem so that the customer can choose the most suitable. Along with better and faster customer service, a forum can reduce calls to customer service management, since customers are increasingly solutions through the network.

Deal with Negative Feedback

The more involved you are, the less likely you are to have a public relations disaster online. Investigate complaints thoroughly and contact the customer directly to apologize or offer a solution if it is your fault. Ensure that the person responsible for their customer service has access to their social networking profiles. Have some feedback to relevant team members.

Communicate Changes to Employees

Some employees are not comfortable with social networking, but explain the advantages of having a business presence in active line. To teach them to use social media, establish a clear policy for anyone who uses major social platforms like Facebook or Twitter.

Encourage Feedback

Encourage and acting on feedback lets you tailor your product or service to the needs of its customers. 

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Client's Feedback

KBR uses Zinergy Software to monitor and maintain their network and facility issues in Qatar, Saudi Arabia. They needed a way to be able to get a ticketing system up and running in a short amount of time.

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