How social media is defining customer service in a digital generation

Customer service is a custom that costs nothing, but in value is priceless. It’s often a defining process of a transaction, for better or worse. It can also be argued that Social Media is also a defining component of this digital generation. So surely businesses must be aware that utilising good customer service properly on Social Media is imperative to achieving optimum business success? Well, it actually turns out that there is a huge percentage of businesses that aren’t prepared to view Social Media customer service as a priority, and a lot of them are ignoring customer inquiries and complaints on this medium entirely; much to their detriment.

From taking too long to reply, to not replying at all, the infographic below shows many ways in which businesses are losing customer interest and gaining a negative reputation simultaneously. According to the studies carried out, 6 out of 10 people are willing to name and shame a company to taint the brand via social media. With 1.15 billion registered Facebook users and 215 million monthly Twitter users, that’s a tremendous amount of people that can potentially affect a business negatively, whereas if you have an employee dedicated to customer service on your social media page, a lot of people can be appeased and kept as customers; not to mention also showing your audience that you are active and relevant in the online business world and that you’re willing to help your customers.

Over 15% of businesses lost customers and over 11% of businesses lost revenue due to poor customer service via Social Media. Yet despite this, 1 out of 4 companies have no protocol for dealing with customer complaints on social media and 1 in 4 have no plans to develop a protocol in the future! Don’t let this be your business!

Want to find out more? Read the infographic below to find out the sector that garners the most customer complaints, and all the other current and vital statistics on customers and businesses outlook on customer correspondence on Social Media!

The infographic below shows just how social media is affecting customer service.

How Social Media Is Affecting Customer Service Infographic

Guest Author: Stephen Avila

Stephen Avila is a lawyer of 13 years who specialises in law and media work. Currently the director of Legalo and based in the Suffolk area, Stephen is interested in all aspects of law, digital marketing and content writing. Enthusiastic and entrepreneurial, Stephen is always looking to help others however he can with legal and marketing advice.

We’d love to hear your thoughts and experiences on this post. Please do leave a comment.

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