Today, customer support has faced yet another challenge – social CRM has overshadowed its existence because of the customer’s nature of following the trend. This has prompted companies to engage in social media as they continue to provide excellent customer support.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
However, is customer support still how it is viewed nowadays? Or, is it just the shadow of social CRM where everything from customer engagement to providing support occurs?
Social media channels are imperfect when viewed solely as a customer support realm. What makes social CRM valuable to companies is its way of building deeper and meaningful relationships with customers. In the age of automated support and the existence of decision tree, companies must respond and act quickly whether the combination of all customer support channels is appropriate for them.
Will it become too overwhelming to handle? Companies should take small, baby steps at a time to avoid becoming overwhelmed. Customer support will remain valuable in the eyes of great businesses despite becoming engaged in social media.
Nonetheless, a company’s response must be in line with customers’ decision which channel they wanted to “engage”. If there is such thing as social CRM, you can also use it as social customer support, which has now become a turning point in the relationship between brands and customers.
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