The biggest challenge in Social Media for some is to carry out the well needed customer service over the social channels but the big question is: Why aren’t businesses taking to this new capability so well and quickly?
More and more people turn to social networks to express their opinions, not having to speak to a person directly allows them to be as direct as they wish and say anything they want and this is where the customer services would come in.
Unfortunately, not many businesses have adopted this strategy to deal with their customers’ queries or simple praise as let’s not forget that customers don’t always say bad things about a brand, many times they actually express how happy they are with the service or product and this itself, presents a massive opportunity for a brand to engage.
Take EDF Energy as an example, they use Social Media for customer services but simply by looking at the rate of which people complain about them we can deduct that they do not have any monitoring system in place as many complaints go unanswered.
This is simply one of the unhappy customers we have found which was mentioned by another influential account, this is extremely dangerous for a brand!
What are your thoughts on this?