29 March 2011

customer service and social media: mix the old and the new

Social media customer service

Social media customer service

With the exponential growth of social networks, social media and customer service are now closely associated. The challenges are numerous and require significant investment in platforms, people and procedures. Whilst the first interaction with customers is now very public it is little different in practice from the handling of a belligerent customer on the shop floor. "Would you kindly come to my office Sir/Madam?"  aka " Let us deal with this off-line". Nothing new. Companies which are able to mix the well established customer service skills with the new technology-based tools will excel and dominate the new world of social media customer service.

Update November 2013
For those of you who are interested to learn more about social media and customer service, we found an interesting infographic with plenty of statistics. The ground is moving rapidly in social media so if we find additional useful applications for customer service we will post them here. The information is contained in an infographic posted by EConsultancy covering the future of social media and customer service: http://econsultancy.com/uk/blog/8937-the-future-of-customer-service-and-social-media-infographic
An interesting piece of research was also published by social bakers on the best social media customer service by UK brands. The research can be found here: http://www.socialbakers.com/blog/1308-the-best-and-worst-uk-brands-in-social-customer-service?

We are also always on the look-out for examples of best use of social media for customer service so do not hesitate to share them with us.

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