What Is The Impact Of Social Media On Customer Service ...

In case you haven?t heard yet, the social media revolution is well underway. It is affecting businesses in many different ways, from transforming marketing practices to redefining how they interact with their customers. But social media has even more potential that is just waiting to be unlocked. In particular, social media is beginning to transform how businesses think about customer service, in some very exciting ways.

Traditionally, customer service could only function on a few limited channels. But with the growth of social media, the number of ways that businesses can interact with their customers has grown as well. That means that businesses now have a host of ways that they cant reach their customers, including:

• Face-to-face interactions
• Call centers
• Email
• Social Media

This not only means that your businesses can reach even more customers now, but also that?you don?t even have to wait until they complain directly to take action. Every negative statement about your brand that is posted across social networks like Twitter and Facebook is a potential customer service interaction. Think of it as a preemptive strike. You are resolving an issue that may have turned a customer away from your business completely, and, in the process, you are signaling to other users who view the original negative post that you truly care about their concerns, and are willing to go the extra mile to resolve them.

This does mean, however, that more is expected out of business? customer service departments than ever before. With so many different channels to monitor, it can be difficult to keep up. Putting too much focus on social media can sap resources from traditional methods of customers service, which are still favored by many consumers. To truly succeed in this new landscape, you must be able to integrate both old and new methods to craft a unified customer service plan. That?s where Stratus Contact Solutions comes in.

?Stratus Contact Solutions?provides the best of both worlds to its customers, combining years of experience providing multilingual inbound and outbound call center services with cutting-edge social media monitoring and planning. We can provide you with the best that traditional customer service has to offer, while analyzing it in relation to online activity, giving businesses all of the data they need to provide exemplary customer service.

Our services go far beyond the basics, however. For example, we can track how many people respond to an offer they saw online versus those you learned about from calling your toll-free number. We can analyze customer sentiment, and even tell you which form of customer engagement your customer base prefers. And we have the practical experience necessary to transform that data into meaningful activity. With more and more businesses turning to social media to supercharge their customer service experience, delaying could set you too far behind to catch up.?Contact us today to learn more.

Source: http://stratuscontactsolutions.com/what-is-the-impact-of-social-media-on-customer-service/

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