It is clearly evident that to stay competitive and relevant in today’s fast-paced business environment; companies must compete on excellent customer service. Over the past few decades, customer service has become more developed and is now a multi-faceted arena which requires the rights tools to win. One of such tools is the social media. Many marketing experts and thought leaders say that social media will become a central place of brand-customer interaction in the years to come.
In a recent research titled Harvard Business Review Analytic Services Survey, it was revealed that 85% of companies see social media as an “extremely important” and “slightly important” component of maintaining quality customer experience.
However, the survey also found out that only 34% of respondents felt that their organization has the tools and skills to deliver superior customer experiences. This means that only a portion of companies is confident enough in using social media in their customer service. This is quite alarming because a handful of companies over past few years have received a tremendous amount of backlash due to inappropriate use of social media platforms, or incapability to use such tools to help their customers promptly.
If you are planning to integrate social media into your business, then make sure to check out this infographic first from the Global Outsourcing to learn how you can properly utilize social media in customer service.