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Customer service: don’t forget social networks

27 comments

18 June 2015 at 9:30, by

Customer Service Social Media, Google plus.

Customer Service Social Media, Google plus.

We don’t just use these platforms to mix with our friends and acquaintances, but also to gather more information of our favourite brands.

So much so that Social Media has become the most popular interaction channel, but there are still some brands that ignore this fact. We see this in 25% of cases.

A recent Northridge Group study focuses on this question. You see, as everyone knows, nobody likes to be ignored. The most drastic decision Internet users take in this case is to stop following companies that don’t answer them on the social networks. Other, more persistent users claim that that have received an answer, but only after two or more attempts. This has happened to 63% of those surveyed.

The investigation also analyses what our expectations are when it comes to the use of social networks by different brands as a way to contact customer service. In this sense, 42% of consumers point out that they would want to receive an answer from the company within an hour of contacting them.

The answers obtained when studying company behaviour in this regard, however, paint a different picture. For 43% of users interviewed brands tend to take an average of a week to answer their comments. This modus operandi fails to meet the immediate nature that is an implicit part of these platforms.

Social networks are great tools that can help us meet our client’s expectations when it comes to customer attention. Manoeuvrability, speed when answering and the length of the answers are all factors to bear in mind.

Teresa Fauerbach, general manager of Northridge points out “nearly half of users consider using social networks as a customer service resource rather than the more traditional ways”…“evidently there are opportunities for businesses to improve their service” through social networks, she recognises, and concludes by insisting that “social media is an essential channel for companies that should use these platforms well to improve the user’s purchase experience”.

Innwise is aware of this, hence we help our hotelier clients to improve their strategy when interacting with potential and confirmed guests using social networks. While Idiso Contact Center answers any questions they may have, quickly and efficiently. The Golden CRC to the best Contact Centre that we have been awarded for a 6th consecutive year guarantees this.

Idiso Digital

Idiso Digital

Marketing & Distribution Services

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