Staying ahead of the curve of ever-evolving technologies can feel like a feat. What may be a game-changer at one moment can quickly turn into old news in the matter of months, weeks or even days. We live in an era when the next best technology is literally around the corner.
It?s exhausting just trying to keep up. However, I feel some trends are here to stay–at least, for a little while. One such trend is the role social media plays in the realm of customer service.
I believe social media can be a brand?s best ally when it?s specifically used to address customer wants, needs, questions, concerns and expectations–all in real-time.
Social media is where the vast majority of consumers now spend a good chunk of their day. So it only makes sense that many brands have followed suit, shifting the bulk of their customer-service efforts toward social media by leveraging new technologies that allow them to simplify, streamline and automate customer interactions. Consider that Facebook Messenger had zero chat bots in February 2016, and it now has more than 34,000.
That all sounds great, right" For me, not entirely. The idea of fully automating customer interactions raises a bit of a red flag. Here?s why: I?ve talked a lot in the past about technology only being as good as the humans behind it. I firmly believe this still holds true, even though social media is quickly becoming the go-to platform for next-generation customer-service efforts.
Sure, the automation of ce...