Consumers Expect More From Social Customer Service (Report)
Despite the evidence that social is not the best way to get customer service, consumers still turn to social channels to communicate with brands. However, the time of dismissing their concerns and directing them to a phone number has passed. According to a new report, from Conversocial, it?s time for businesses to be proactive and meet customers where they are.
The report notes that customer expectations have changed in recent years:
From 2012 to 2014, a sharp shift in expectations, driven by customers? public venting sessions, helped brands understand the criticality of engagement on customers? channel of choice, on their terms. Any conversation falling short of an “in-the-moment” resolution has become obsolete and unacceptable. When brands fail to respond fast enough, they risk being called out by customers, which can damaging the overall brand reputation. In this, the year of customer experience, brands need to develop integrated customer-service strategies and be prepared to meet customers whenever they reach out.
In short, brands need to become ?socially mature.? Socially mature brands realize the value of providing customer service across all channels, particularly when it comes to mobile-first experiences. Additionally, brands should focus on letting customer service drive their social initiatives rather than marketing, and they should have dedicated customer-care solutions, whether those solutions are teams or software.
Personalized responses that don...
Source: Inside Social Games
URL: http://www.insidesocialgames.com
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