Is Social Media The Key To Good Customer Support?

A couple of months ago, I had a couple of trees in my yard that needed to be trimmed.  I did a quick Google search to find a local arborist and gave him a call. After a quick chat to schedule and discuss some specific instructions, they came to do the work. However, they didn’t follow my instructions or complete the job as we agreed. I called them, but the company didn’t answer. So, I did what more and more people are doing these days: I left a comment on their Facebook page. I have yet to hear back.

Unfortunately, this is still a common problem with social media.  Customer service is evolving. The traditional channels: a 1-800 customer service line and a customer support email address are no longer the first choice of today’s tech-savvy consumers.  Customers are social, they want to interact with the companies whose goods they purchase.

According to Gartner, by 2014, customers will expect the same level of interaction with businesses through social media as they do through the telephone. Also, according to a recent American Express Global Customer Service Barometer survey, 83% of customers who use social media for customer service abandoned an intended purchase  because of poor service or lack of response.

But it’s not just about meeting some customers expectations. Using social media as part of your customer service approach can also save money. By monitoring your company’s mentions on social media sites, you can catch potential problems before customers call in. By catching them early, you save the time and money required to deal with the call. If, for example, each call averages 5 minutes, and you catch 10 potential problems each day, the savings could be hundreds of dollars per day. And all because you met your customers where they’re already gathering online.

Social media isn’t going anywhere. Do you need help building a social media strategy for your business or monitoring your reputation online? We can help. Call us at 972-538-0260 or visit our website for more information: