Impact of Social Media to Customer Experience

by | Nov 4, 2013 | Customer Self Service, Customer Support

The advancing technology enabled us to open more opportunities especially in the corporate world. In fact, it has improved our ways and techniques of doing business. It has also helped us by improving our odds as we do business and interact with our customers especially with the introduction of Twitter and Facebook online. Yes, the social media network platforms.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.

What is the impact of social media to customer experience?

Enhanced way of communicating with customers. Customers are just people with varying needs and wants. And, just like everybody else – they want someone who understands these needs and that someone could be you if only you know how to use social media to your advantage. This will greatly enhance customer experience making them feel they are valued enough.

Clearer goals. It is easy to overlook the great impact social media brings to improve customer experience. However, with the right mind-set, this will allow you to have clearer goals and can motivate your employees to work hard on customer support. Social media can bring a lot of information by looking at a customer’s point of view.

New way to share information. Since the advent of social media, it has been a new avenue of sharing information – whether personal experiences or factual. That does not exempt your business from their critics both positive and negative. You should always take advantage of this opportunity to improve customer experience in the long run.

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