George Odenyo Litunya's

Thought Leadership

Consumers Expect More From Social Customer Service (Report)

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Improve Your Customer Service

I have been asking myself how best can we handle social customer service? So, I decided to do some research. Fortunately, I came across an article that shared useful insights on this burning topic. I will share it with you.

Prior to that, allow me to make an observation.

Many times I have logged in on Facebook, just to look around and see what's happening. Only to find comments that went months without so much as an acknowledgment. Those who did good, tried to respond in at least a day's time. Some went completely unresponded to.

This made it clear. The owners of these social assets don't know why they were set up (customer service and or lead generation)  and or they don't have someone on standby to man the assets. Creating a crack in their strategy, if they have one at all.
Nike's Social Customer Service

Yet the evidence is all over: consumers today want their grievances met pronto. A good example is Kenya Commercial Bank. A friend of mine had an issue with his account. All he did was tweet his concern, mentioning the bank's tweeter handle. In a matter of minutes, they had not only fixed the problem they responded.

My other friend had issues with his DSTv. He tweeted. They fixed it and you guessed it, responded in good time. Apart from it being clear that twitter is best suited for customer care, the two preceding cases show that social media is revolutionizing the way brands serve their customers. Then, why not raise the bar?

Forget the phone number, you like so much. Use your social media channels. Stop dismissing your customer's concerns. Have someone man your social channels 24/7 at least, with room for sleep: ready to respond to all grievances, however bad.

For according to a new report, from Conversocial, it’s time for businesses to be proactive and meet customers where they are.

Read the rest of this insightful article here.
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