Social Media Customer Service

Our CEO talks a lot about “value-added services” and these conversations have always been in the context of the services we offer and the personalized client relationships we’re focused on building.

However, with the advent of social media, the context of our discussion, in regards to value-added services, has shifted to social media.  The use of social media by businesses, over the last decade, has taken over and changed the way we view and offer customer service forever.  Social media has made it easier than ever for people to share information, voice complaints, and even better, provide compliments; thereby giving a louder voice to consumers everywhere.  By properly configuring and monitoring your social media accounts, you facilitate your clients getting the help or responses they need, no matter where they are, in the most timely manner possible. The immediate resolutions that social media channels provide turn loud public complaints into even louder public expressions of gratitude. This sort of transparency, in my humble opinion, is a foundation for building a company’s reputation and brand as well as a fundamental step in building solid relationships with current and potential customers.

You can no longer sit back and just be a “boss” or a “vendor.”   You have to build partnerships. If you aren’t committed to building partnerships then you can expect dwindling profits as your clients move on to work with companies that provide multiple outlets for support, offering input, and even for seeking advice. The cost of social media is virtually free, while the cost of losing people has no cap.

Has the Use of Social Media Changed the Business World?  Yes.

Does your company get it yet?

Teri Erickson, AnswerFirst Business Development Coordinator

If I don’t provide our potential clients with top-notch customer service from day 1, then why should they trust my company to provide their clients with the same? I hope you found this article helpful, if you have any questions you can contact me on my direct line at AnswerFirst: 813-636-3975 or send an email to: [email protected]

By Teri Erickson profile | twitter
Teri Erickson is a Business Development Coordinator for AnswerFirst Communications, an international Customer Service Solutions Provider.