Customer service is a growing concern in the digital economy. As an example, Facebook has been experiencing its most intense growth over the past two years. Facebook has seen users increase by 25 billion as of February 2014. This means that there is an explosive amount of user demand for customer service and support services online. With more than 5 billion users worldwide, competitors have thedailynewspapers started adopting new ways to quickly adjust customer service and support channels. Even though customers are a precious asset in any company, they are less so with the rise of digital transformation and social media. The internet has changed the way people connect and share information, which makes customer service even more important than ever.
The Role of Social Media
The Internet and social media have created a new way of connecting and sharing information. With each update of the software comes a new way of tracking and managing digital customers. Social media is the new digital landscape, and it is changing customer service as well. Facebook, LinkedIn, and Twitter are just a few examples of this new landscape. As a result, customer service and support services need to adapt to the latest customer demands. It is no secret that digital transformation and social media are a potent combination. Digital time2business transformation leads to new digital platforms, which in turn result in more opportunities for social media platforms to connect with customers. Customers can now easily create and share videos, images, and experiences on social media platforms. These platforms now also offer tools to create and share customer service reports. In the meantime, customers with access to financial services continue to rely on the same old ways of doing business — face-to-face interaction, paper and pencil, and telephone — to make purchases and make payments. This means that customers will continue to be frustrated by the same old customer service experiences.
Customer Service Strategies for Different Media Types
Here are some tips to help businesses improve their customer service score across the board.
Accountability – People are more likely to keep an eye on their conduct, errors, and practices if those things are reported. Be accountable for the conduct and errors of your customers. This will send the right message to the customer that they need to report any problems to their manager. This can also help you position yourself as a trustworthy and accountable representative of your brand.
Civic-First-Do-Equal – The first step to any customer service improvement is to ensure that your customers are being heard. Then, prioritize the need for customer service above all else.
Customer Experience – Consumers Magzinenews expect and deserve high-quality customer service experiences. The way that those experiences are delivered will depend on the type of product or service being offered. Customers expect and deserve warm, personal customer service experiences — not cold, hard- sell sales.
Effective Use of Marketing hype – Marketing hype can be an effective tool in marketing to your customers. However, you must bestnewshunt use marketing hype wisely and only to a limited extent.
The internet has challenged the notion that the customer should rely on the physical product (e.g., physical product purchase, physical delivery, delivery of goods) to secure a customer service response. The internet has also challenged the notion that the customer should rely on the digital product (e.g., digital product download, digital receipt, digital gift, digital subscription, etc.) to secure a customer service response.
The internet has challenged the notion that customer service should be an after-hour or live line-of-but-sales concern. Customers are now more willing to wait 30 minutes or longer for service, and customers are relying more magazinehub heavily on social media and other digital channels to report problems. In addition, the growth of ecommerce – where customers can purchase products from a host of digital channels – has challenged conventional business models that usually rely on a single channel (e.g., physical store, line of business, etc.) for all customer service needs.