Customer service. An element that is so necessary to get correct in every aspect, and with the prominent growth of online platforms, this has changed customer service as we know it.
Nearly all businesses have online platforms, whether social media or a company website. Each can provide an element of customer service that involves interactivity between user and company.
A recent customer service trends report by Forrester (2018) outlines that live-assist channels focusing on digital are growing in popularity. 54% of those surveyed responded to an email that they sent customer service, while 33% used social media to contact a company.
But what does this mean for businesses in terms of customer service? As customer’s patience decreases in terms of waiting for a response and their use of social media and online services increases, businesses need to be able to action a response as soon as possible.
Zendesk (2018) state that 69% of consumers think a fast resolution to problems is vital, with Conversocial (2017) reporting that 88% of consumers are less likely to purchase from a company that leaves customer queries on social media unanswered – highlighting the importance of social media responses.
These statistics emphasise the digital marketing implications of online customer service, which links to the below infographic as well:
So basically, in turn for great online customer service, companies get:
- Higher customer loyalty
- More recommendations to friends and family
- Continued appreciation and use of the company
- More consumer engagement
- Frequent likes and comments
- A higher respect among the online community
So tell me – have you ever contacted a business via social media or an online platform? How was your experience?
Let me know below.
Digital With Dee 
Interesting blog post Dee! I have had the experience of contacting companies either through social media or using chat bots on their websites. I feel like the chat bots are great as they are immediate with their response however can be automated. On the other hand contacting through social media can be more personalised but you will have to wait longer for the response. My experience with both forms of communication have been great, but personally I prefer something that seems more genuine so would tend to use social media as opposed to chat bots.
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Thanks for the comment Sophie! I agree, I think chat bots are really great at giving simple, streamlined answers but social media responses from the companies are always better. They’re more empathetic and often come up with a solution within a few questions as well.
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