You’re Not in Charge Anymore
September 29, 2017
You’re not in charge of customer service anymore. Traditional customer service models are becoming increasingly dated, and as a result people aren’t satisfied with the level of support that they’re receiving.
Customers are deciding when, where and how they get the assistance they need, and making a phone call, or standing in a long line isn’t one of them. They’re becoming more public with their inquiries, requesting answers from various forums and on social media. They’re having conversations about your brand that you can’t afford not to be a part of.
With such a sudden and intense shift in the way that customers are bidding for answers and support on social media, we see brands falling into two categories – those that aren’t just keeping up, but are ahead of the shift, and those who have no clue where to start. Of course, many fall in between, but if you’re not keeping up- then you’re behind. While social customer service should be a huge part of your social media engagement initiatives, it’s understandably harder for some businesses to do. Not knowing how to split the efforts between marketing and customer service on social media might be a huge reason to delay launching a social customer service program, but failing to do so completely can cost your company more than just a few customers.
Of course, it would be easy for us to tell you the benefits of deploying a social customer service program, but we think you’d like to hear directly from businesses who are taking the initiative to reshape customer engagement. Join us on Tuesday, October 3 for our most anticipated panel-style webinar featuring Social Media Engagement leaders at O2, The Restaurant Group (TRG), Abtran and Irish Water as they discuss the future of social customer service and how businesses like yours can get out ahead of the shift.