Social media is one of the best medium that customers are using to air out their views, comments and suggestions. Using social media to enhance customer service has also become more convenient both to the company and customers.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Social media has proven to be more convenient in terms of communication. More people prefer to use it for reasons of its speed. However there are still challenges that are faced when using social customer service. Provided are the lessons you should learn to avoid the challenges in future.
While using social customer service strategy, trust is something you should maintain as you serve your customers. Your customers bank on you every time they post a query on your social network page. For instance, if a customer tweets about a brand or product response should be immediate. If you are having a problem with your account, inform your customers through other channels.
Communication becomes more interesting when two parties are involved. Customer service team should engage in a conversation with their customers. They should answer to customer queries and suggestions. Communication should be constant both in good and bad times.
Automatic response should never be used within a social customer service context. Customers are very keen to look at how you respond to their questions. Social customer service if used effectively can grow a business to a large scale.
We can help your business optimize its social CRM with our self service optimization CRM.
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