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Social Media's Role in Customer Service

Posted: July 26, 2016
[caption id="attachment_12777" align="alignright" width="300"]5 Important Social Media Customer Service Tips | Social Media Today Image from socialmediatoday.com[/caption] Typical customer service options are great ways to take care of customers, but it's likely that social media will play a bigger part in customer service in the future. It's very important that business owners, or anyone who provides customer service, are prepared for the new option. Doing social media customer service right can have a profound impact on your business, so make sure you do it right. Ian Landsman, writer for Social Media Today, shares tips for customer service through social media.

5 Important Social Media Customer Service Tips

You’ve no doubt heard the experts say it before: social media is the future of customer service, and they’re not lying. Today’s consumers expect a response to their Twitter complaint, a reply to their Facebook comment and a ‘Like’ on their Instagram image. Research shows that answering a complaint on social can increase customer advocacy as much as 25%, while failing to respond can reduce customer advocacy by as much as 50%. So, with years of social media practice now under their belts, why aren’t brands doing a better job with customer service on social media? Maybe it’s because only 26% of companies say their staff take social seriously as a customer service tool, or 30% of companies cite a lack of business intelligence for social customer service. No matter the reason, it’s no longer an option to ignore customer service via social media channels - the time to implement a social customer service strategy is today. Here are five ways to effectively engage with your audience on social. Read the entire article 5 Important Social Media Customer Service Tips on Social Media Today.