Why Social Media is the Future of Customer Service. Facebook, WhatsAapp, Instagram and twitter have 1.5 billion, 1 billion, 400 million and 300 million users respectively. Facebook, being the most popular social network, has 70% active users who log on on a daily basis, of which 43% do it several times a day. According to Facebook founder Mark Zuckerberg, the average Facebook users spend about 40 minutes per day on Facebook. Social media is certainly the future of customer service because most customers spend most of their times on social media networks. In other words, companies have had to respond to customer questions and complaints in public because that is what the customers demand. Social media is the cheaper, faster option However, it is not entirely accurate or fair to say that all companies have been forced to use social media in customer service. In other words, social media and messaging apps have many advantages in that it makes it a lot easier to reach customer care representatives, reducing costs in the process, but also users are able to see how other users’ issues have been responded to. Customers are finding it a lot easier and cheaper to bring up issues and complaints via social media than through telephone or email. Hence, it is no longer enough to simply listen.
The long and short of it is that social media is the future of customer service. Facebook, WhatsAapp, Instagram and twitter have 1.5 billion, 1 billion, 400 million and 300 million users respectively. Facebook, being the most popular social network, has 70% active users who log on on a daily basis, of which 43% do it several times a day. Likewise, 59% of instagram users and 38% of Twitter users log on daily. According to Facebook founder Mark Zuckerberg, the average Facebook users spend about 40 minutes per day on Facebook.
Infographic Source – http://www.go-globe.com/blog/social-media-customer-service/
What does this tell us? Social media is certainly the future of customer service because most customers spend most of their times on social media networks. Millions of people channel their issues, complaints, complements and inquiries through social media. This has forced companies to not only listen but also respond.
Social media is not an end in itself but a means to an end in customer service journey
Therefore, listening is no longer an end in itself but a means to an end when it comes to dealing with customer issues. In other words, companies have had to respond to customer questions and complaints in…
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