Perspective series: Have a nice day!
Thanks to the internet and social media, customers are better informed than ever before, and expect to be connected to your business in more ways.
This report examines what customers want from social media, and how this will affect the way you deliver customer service.
The results showed that a blueprint for customer service applies at all times, but it’s one that’s evolving. While more traditional channels of communication are favoured when customers experience a problem, there’s a definite trend amongst the youngest group (aged 18-24) who prefer to use social media when talking to businesses, with 23% favouring Facebook and 19% preferring to use Twitter.
Social media is a perfect tool for capturing real-time issues and publicly sharing information, so it’s clear that a multi-channel approach is needed to future-proof your business and remain connected – and useful – to your customers.