When you have worked at your business extensive enough, you discover that it is equally demanding to gain new clients as to retain them. This is why excellent customer service is so imperative. Social media tenders entrepreneurs and consumers an additional platform for engaging with one another, making it a perfect place to set up a contact service center. This blog post will explore some best practices to achieve excellence through social media customer service.
Social media is quickly becoming a key element of the customer service experience. Social channels such as Facebook, Twitter, Pinterest offer scope for consumers to gather and share facts about their procurement and service experience. This information presents insights and assists companies to understand driving force behind a purchase. But not every company see social channel in the same light and a lot of them are not able to foresee how to take advantage of the fast expansion in the social media.
In the past, customer communications were restricted to a small number of touchpoints such as in-person, call and postal services. Now, contact centers provide services via various online medium. The most recent inclusions are usage of smartphone and tablets by customers. At present, more than 1.76 billion people own smartphone. Over one-third of global population are likely to use smartphone by the year of 2017. Mobile apps permit customers to take full benefit of their smartphone’s quality and usage. Over 268 billion times mobile apps will be downloaded by the year of 2017. It would fetch over $77 billion revenue.
Customer service is the foundation for organizations and as expectations raise, it becomes crucial for contact centers to improve the customer experience. Finest metrics can be the key separator between bringing average and excellent service. On the other hand, it is not sufficient to just take up metrics. Organizations require to constantly improve contact center performance to get better result at contact center. By focusing on improving contact center performance, your contact center can achieve excellence in the market space and differentiate itself from the competition.