4 False claims about social media customer service

4 False claims about social media customer service

Faith Ocampo Published on April 26, 2016

tired-disappointed-female-employee-working-the-night-shift

Having a social media channel for customer service doesn’t mean you can just lie back and relax.

It wasn t long after social media platforms rose into fame when businesses started seeing their potential for customer service. Small business and multinational company owners are placing their bets on social media in their quest to outsmart competitors. These days, it s almost impossible to find a brand that isn t sailing along the bandwagon yet.
Nothing s wrong about this. After all, customer service success through social outlets has been proven many times by many brands. But the applause that social websites generate is enough to spark myths and questionable claims.
Unfortunately, this makes budding entrepreneurs susceptible to a lot of misconceptions about social media customer service. Among them are the following.

1. It’s a breeze.

“I mean, it’s just Facebook messaging and responding to comments, right?”

tired-employee-using-laptop

If you’re thinking along these lines, you’re headed for big trouble.

Like other customer service channels, social media must be used to provide a seamless, hassle-free customer experience. And that takes a lot of work. Being on Twitter doesn t guarantee high speed, and having a Facebook account won t automatically make customers happy. There are plenty of complex processes involved in social media services, such as data analytics and information security. Agents will also have to deal with confusing comment threads and negative feedback, which can rapidly circulate in the online world.

 

2. It’s a fail-safe strategy.

“Everybody s seeing great results. That means I will, too!”

frustrated-man-using-laptop

In business, no strategy will ever be fail-safe. There are risks involved in brands going online, although, admittedly, the benefits often outweigh the potential pitfalls. This, however, isn t an excuse to plunge into social media customer service without knowing what you’re up against.

Businesses must first come up with a solid and detailed plan that puts the spotlight on the customer experience. Other considerations are online customer retention strategies, agent-client communication guidelines, and contingency plans in case of reputation-damaging cases.

 

3. It’s a catch-all platform.

“It s all I need.”

frustrated-male-employee-removed-eye-glasses

The truth is, you still need your voice, email, and live chat platforms. If you have face-to-face support centers too, that s a huge plus. Don t take them for granted, because social media can t carry out all the functions that these other channels do. Voice services, for example, are great for customers who are experiencing unique and complex problems. Email, on the other hand, beats instant messaging when it comes to information retrieval. Lastly, live chat will always be useful in handling quick inquiries such as product rates or transaction details.

 

4. It’s free.

“It’s free and always will be.”

businessman-torso-pulling-out-empty-pockets

Signing up for an account on the most popular social media sites is, for sure, free. But that’s just the first step.

Aside from having an account, you also need applications to diversify your social media services. There are tools specially designed for analytics—these will allow you to extract useful insights from transactions in order to understand your market on a deeper level. Some tools also ensure that all notifications and messages are being tracked and noticed by your agents. While most of these aren t overly expensive, budget must be a major consideration in your social media strategy.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO11 hours ago
91% of customers use #email every day, which makes it a staple of every brand's #multichannel strategy. As promising as it may be, however, it also has its own limitations.

Find out what these constraints are and how you can deal with them: https://buff.ly/3tCqTNf

#WeSpeakYourLanguage #EmailSupport #CustomerService
Open Access BPO
Open Access BPO2 days ago
Moderating content is the best way to protect online reputation. Before tapping an expert, it's vital to understand your options and the advantages they provide to ensure maximum security and efficiency: https://buff.ly/2QgAXNm

Visit www.openaccessbpo.com for more information about our services.

#WeSpeakYourLanguage #Outsourcing #ContentModeration
Open Access BPO
Open Access BPO3 days ago
Setting the right performance metrics helps your #CustomerService team achieve business goals and scale as you grow. Partner with a qualified #BPO provider for seamless program management: https://buff.ly/3xfhcXl

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
Consumers turn to #SocialMedia and apps to learn and interact with brands. However, about 60% of online harassment happens on these channels.

Moderate content to keep your online spaces safe for users: https://buff.ly/3wYzqvS

#WeSpeakYourLanguage #ContentModeration
Open Access BPO
Open Access BPO7 days ago
Explore limitless business opportunities with #SmartOutsourcing.

Open Access BPO develops higher-value services that empower our clients to make a positive difference in the lives of their customers and communities: https://buff.ly/32jn4QO

Choose the Open Access Difference. Visit buff.ly/2Q7Ae0X to learn more.

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO7 days ago
The success of an #offshore program depends heavily on how team leaders guide their agents. Ensure your program's success by cultivating these skills in your #CustomerService team: https://buff.ly/3uNCXeH

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!