Impact of Social Media on Customer Service
“Social Media isn’t a choice anymore-it’s a business transformation tool.”
According to Natlie Petouhoff, a senior analyst for Forrester Research times have changed in the way the traditional customer service community deals with it’s customers. Consider for a moment the options available for customers to praise or voice udder frustration with your services.
Customer service in the past has traditionally been based on anonymity (a customer service representative or technician on a phone, email or chat system) but social media is all about personality and authenticity. Imagine for a moment if during your time of server or hosting crisis you just wanted “speak to a human ” you were able to log into your MyCp and click “Superbinte” and you were quickly connected with a live customer service representative or with click of your mouse you could walk to our technical support bar and get instant help from a technical support staff.
This may seem like something from the distant future, but the facts speak for themselves (in a recent study conducted by the Society of New Communications Research (SNCR)-59% of respondents said they use social media to vent anger over their customer service experience.) So how is Superb leveraging the power of Social Media to listen to our customers? Take a moment to click on the below link to find out more information.
I completely agree! Social Media provides great opportunity for company to connect with their customers. It is an interactive channel that feedbacks, comments and suggestions are being communicated. Having strong social media relationships with customers are definitely crucial to the success of providing above and beyond customer service. It is great to see that your company is leveraging Social Media to listen to your customers. Well done!
Thank you so much for the feedback. I want our customers to know that Superb is listening to them in many different ways. I do encourage our customer to use these avenues to let us know how they feel.
Giovanni Hale, Customer Service and Lead Hostmaster
ghale@superb.net * 808-544-0322
Business Week took a look at probably the most famous example of the difference social media can make to customer service, Comcast.
http://www.businessweek.com/managing/content/jan2009/ca20090113_373506.htm
It is believed to be directly responsible for most of their 9.3% rise in customer satisfaction this year over last (based on ACSI figures)
From my own use of twitter I’ve had some very surprising and pleasant dialogues with service providers that I’ve ‘ranted’ about, from small to large businesses. As silly as it feels, just getting such a direct and fairly immediate response is very satisfactory: The company has gone out of its way and chosen to engage with me on my turf.
when running a business, the first thing you should do is always establish a good customer service:”`
Because it’s my very first visit to your blog, I wanted to say howdy! Enjoyable blog by the way.