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Social Media Swamps Customer Support

by Lori Taylor · 3 comments

social media marketingIf you are in the customer support business, chances are you feel your days are numbered. More and more companies are finding their best customer problem resolution tools exist online with social media. After all, that is where more and more of their customers are trying to reach them.
Consumers do not want to call you, or email you and the definitely do not want to drive down to your store and wait in line to talk with a disinterested customer service representative. They want a solution and they do not want to leave their computer to get it.
And they have a right to expect you have an online presence and an effective method of dealing with their problem via social media.
At last count there were more than 600 million people on Facebook alone. That is more than enough users to make it an effective tool for business. If you are a business owner and you think you don’t need social media, think again. Or, better yet, go online and ask your customers.

The report noted a “huge rise” in the number of customers who now use social networking sites and mobile commerce for business transactions, and said customer service in those areas was often isolated and not keeping pace.”Without integrated customer service support for social media and mobile commerce, customers will grow frustrated with their social communication experiences,” Herrell stated.

“It is important for companies to fully embrace these newer channels by taking the lead in not only addressing the marketing aspects, but also in developing integrated support to ensure customers receive consistent treatment and quality problem-resolution over their social media and m-commerce communication channels.”Customer support teams were “scrambling” to adjust to requests from social networking sites, such as Twitter and Facebook, and from mobile commerce applications, Herrell wrote. However, properly capitalising on these channels created “powerful” opportunities for businesses, considering Facebook’s 600 million and Twitter’s 200 million users.

“Failure to do so will result in customer fallout as social sites’ community of interests can spread negative comments quickly,” she wrote. “Conversely, companies that proactively support their customers’ use of social and mobile apps often find they generate higher customer loyalty and brand awareness.”

Click here to read the entire article.

Lori Taylor

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{ 3 comments… read them below or add one }

Angila VCal May 12, 2011 at 11:10 am

Do you think there is even a reason for companies to have a live customer support staff anymore, or should they just put all their resources online for customers to find?

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Lori Taylor June 6, 2011 at 5:37 pm

I think the MOST important thing you can do is to have live customer support – social media works the best on building customer loyalty and address customer service. Many companies have reduced the number of inbound calls by being accessible online but I have to say customer support is what differentiates your brand for sure!

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Jastin Atterson May 12, 2011 at 11:12 am

Great stuff, companies can no longer stand to fall behind the curve of customer support. With Facebook and Google out there, and new tools like Quora, people don’t want to wait on hold on their phone any longer. If you have not changed over your customer support team to online yet, then you are wayyy behind.

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