Customer Service: Is social engagement taking over it?

The verdict is out! Social customer engagement is better performer than conventional customer service. Look into the organizational efforts ensuring customer service where you’ll come to know how they’re leveraging social and mobile technologies! Customers feel comfortable by sharing their views, putting their inquiries, and getting an issue resolved through social channels. As a result, a rapid shift to social media engagement is visible in organizational efforts to gain positive impact from them.

Facebook, Twitter, etc. are the examples. Customers are turning to them whenever they plan to purchase anything, want to be vocal about a bad service experience, or seek to collect a feedback of an item in a matter of seconds! It is reported that over 30% of customer service inquiries are initiated over social channels. Take a tour around Facebook and Twitter to understand how efficiently they are handling customer service requirements.  

As the whole world is coming into your hand-grip, companies are moving to mobile customer service. Platforms, tools, technologies are changing the way of interactions by ensuring expediency in the foreseeable future.

Social customer engagement is the key takeaway for better customer service. Explore various social channels to know how they are allowing companies to build deeper and more intimate relationships with customers as long as they can promote peer-to-peer engagement and provide relevant and timely information as and when required.