Customer Support: How Do Your Customers Reach You?November 23, 2012 by Paul
It’s not so simple anymore. Your business can’t simply expect customers to reach you via your telephone number. The nature of customer support and support has changed.
According to Time’s Paul Shread, a recent survey from NM Incite notes that nearly half of social media users have used social media for customer service and support. For those that have a positive experience in this area, 71 percent are likely to recommend the brand or company – compared to 19 percent of those who don’t get a response.
The wave of customer service via alternative methods is not limited to social media. Your business might find customers looking for service on a number of fronts:
- Blog Comments (particularly for complaints)
- Live Chat (on the website)
When you combine some of these means with social media, conventional customer service via the phone, and even the business location itself, as applicable, there is a lot to consider. Yet, at the same time, it is incredibly important to provide efficient and effective customer service, regardless of the means involved.
Is that the price of greater visibility and marketing prowess? Perhaps. Yet this topic brings many avenues into focus for customer service. It is advisable that your business considers how it will respond to make it easier on the customer, and still maintain a high level of service regardless of how it is conducted.
The stakes are raised with social media, blogs, and other technological features for businesses. Customer service and support can take on these identities, and it is up to the business to meet them in the right way. Contact us to learn more about how to balance it all.
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