Customer service is defined as “the assistance and advice provided by a company to those people who buy or use its products or services” (Dictionary.com). With that being said, customer service on social media is essentially the same thing, just providing assistance digitally. Odds are, if someone is truly a fan of your company, brand or product, they are most likely going to follow you on some social media platform. People have the opportunity to collaborate, engage, and interact with your brand digitally, that they couldn’t necessarily do in the real world. Social Media As an Outlet for Your Company Because social media makes it so easy for audiences to engage and interact with your brand, it is the perfect opportunity to share thoughts, opinions, concerns, issues, etc. This is where customer service comes into play. Brands and companies have the opportunity to turn a negative experience into a positive one by acknowledging and addressing the issue in a timely fashion. Or, they have the opportunity to make the experience even more positive than it already is. Now, everyone in the digital space has the potential to see it. Meeting Your Audience Where They Spend Their Time The reason that customer service has shifted to social media is because that’s where your audience is.
Customer service is defined as “the assistance and advice provided by a company to those people who buy or use its products or services” (Dictionary.com). With that being said, customer service on social media is essentially the same thing, just providing assistance digitally.
Social media plays a huge part in today’s digital world. Not only do people go on social media to post updates, and to follow influencers, celebrities, friends, and family members, people also go on social media to follow and interact with brands and products. Odds are, if someone is truly a fan of your company, brand or product, they are most likely going to follow you on some social media platform.
People have the opportunity to collaborate, engage, and interact with your brand digitally, that they couldn’t necessarily do in the real world. Sharing content and interacting with your audience is HUGE in today’s digital landscape. In the 21st century, there is no reason for a company not to be on social media. If you aren’t on these platforms, you run the risk of being irrelevant, or not even being seen for that matter.
But, defining your digital marketing strategy is another subject. In this blog, we are going to talk about social media as a customer service tool.
Social Media As an Outlet for Your Company
Because social media makes it so easy for audiences to engage and interact with your brand, it is the perfect opportunity to share thoughts, opinions, concerns, issues, etc. on particular products or services. In fact, 59% of Americans believe that customer service through social media has made it easier to get their questions answered and issues resolved (Lyfe Marketing, 2018).
When people have a poor, or even positive, experience with a product or service, they tend to express their feelings on social media via reviews or mentioning the brand in a post. This is where customer service comes into play. Brands and companies have the opportunity to turn…
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