Customer Services & Social Media by @CCADGC

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?



Why businesses need Social Media

Yesterday we saw how businesses are advertising using Social Media in conjunction with their old ways of advertising that have been done for years.

Today we will look at why a business needs to engage in Social Media and what the benefits are at the end of the day.

First of all, do you think any business (no matter how big) can survive for a very long time without being able to respond to their customers via Twitter / Facebook rather than email or phone call?

Sure, there should be all mediums of communication available but phone calls and emails are a lot more time consuming and sometimes give way to even worse situations with customers already unhappy about the service and then having to either be on hold for an eternity or receiving bad customer service.

Do you agree that companies need to incorporate Social Media into their communication strategies and keep a consistent line of communication with their customers and potential new customers?

Here is a little example of how much the general public hates to be on the phone to brands they get products from, let us know what you think of the statements above.

From the green to the red:

Virgin is where it is simply because it has a twitter account that can be used to resolve this, however, the mention about the insurance company is not so positive, considering the person did not mention which company straight away is a risk itself. They will surely mention it to their community both online and offline which makes it hard to resolve for the company in question.

Apple is in the red, this is because they do not carry out any sort of customer service on Twitter and this may be working for them now but it will soon prove to be a challenge as the loss of customers could be contained if all the complaints were resolved like this one.