Sep
2011
Social Media listening is the new Customer Service
Author: Michael Woldhuis
- Social Media Monitoring is replacing traditional Customer Service channels.
Conversations about your brand are occurring online, even if you don’t want them too, or if you can’t hear them. Social Media has provided the “soap box” for anybody who has an opinion and wishes to share it.
With the above in mind, it should not come as a shock that the number of businesses utilising social media to engage and communicate with their customers and fans continues to grow dramatically every year, if not every month.
With so many businesses now encouraging fan and consumer engagement through Facebook Fan pages, Twitter accounts, YouTube channels and a like, it is no surprise that consumers have turned what initially was thought of as an ideal marketing tool, into an outlet to air grievances.
The following story Utilizing Social Media for Customer Service by Jason Miller outlines how companies are now using Social Media as a key customer service tool. He also highlights how solving issues in real time through social channels shows dedication, and transparency, to your customers.
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