Business
147: Private Social Media for Customer Service
2016-09-01
Direct messaging and chat are growing as part of social customer service. Omnichannel may soon mean much more than you thought! Are you ready?
Customers expect more from social customer serviceSocial platforms have been growing and evolving as a means for customers to provide feedback and resolve issues. We often think of these as public channels, but customers are discovering new rules and features that allow them to contact you directly via Facebook, Twitter, WhatsApp and more.
As this trend continues to grow, it’s becoming a whole new responsibility. Do you have the time or resources to respond fast enough? Is your staff prepared to handle one-on-one chats? You may not be offering live chat on your website, but your customers may still be expecting it on Twitter!
Don’t start scrambling for ways to turn off these features just yet. How you handle omnichannel customer service can have a huge impact on satisfaction and loyalty, good or bad, and private channels are no exception.
Listen in as Adam and Jeannie discuss how to turn these new challenges into opportunities.
Related Content 360Connext® post, 5 Reasons Social Customer Service is Still Subpar Customers That Stick® post, Social Media Customer Service with Jay Baer (Video) Episode 136: Jane Anderson, Customer Service for Personal Brands Episode 035: Ramon De Leon, Word of Mouth Supergenius Sponsor message:
Take care of yourself and take care of your customers.
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