Social Media Customer Service Needs To Be A Full Time Job |
Posted: February 24, 2022 |
Currently customer care through social media marketing has too much to be desired, but the brands who are keeping on top of it are seeing excellent growth and improved trust making use of their customer base shivangi joshi. I believe it is so vital that before long, possibly even this year, there will be entire regular jobs dedicated to it. Brands like AT&T were ahead of the curve recently when they shifted their customer care efforts to the social networks to cope with an alarming amount of complaints being posted on Facebook and Twitter. They even took it an action further by encouraging customers to voice their concerns on the company Facebook page, which then they managed over that network. That's exactly the kind of customer care I'm speaking about here. Most companies don't advertise their online customer care efforts as loudly and proudly as AT&T however, they tend to complete it quietly but effectively. Zappos owes plenty of its success to its tremendous customer care, most that is completed over social networks. I once expressed concern over Twitter about something not being obtainable in the Canadian store and they promptly responded if you ask me and offered to set up to ship me one from the American store. I was floored. I also have had similar experiences with smaller brands like Vestal Watches and you are able to believe I will undoubtedly be wearing one on my wrist for quite a long time to come thanks to the truly amazing customer care I received from their website over Twitter. One problem is that the folks who are responding to these concerns and complaints may also be in control of all of the brand's social networking efforts. This includes creating their social media marketing policy, online communication plans, social media marketing marketing and promotions plans... basically, they've a lot on their plate! As time goes by as their online followings and social networks grow larger they won't have the ability to devote the full time that will be demanded of them to react to customers. What I'm proposing is that they need social media marketing customer care reps working for them whose entire job would be to react to customers over social networks. This will let customers get the full time and attention they deserve while the Social Media Coordinator can give attention to other areas of their job. Some qualifications they ought to have. Some duties they ought to perform. I'm excited to see how social media marketing evolves in 2011 and how many more brands follow the lead of the innovative brands I mentioned. It's a safe prediction that many more brands will give attention to social media marketing within their business design but how most of them will realize the significance of social media marketing customer care?
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