As a Social Media and Media Content Producer, I found this to be very interesting! I want all my clients to read this information! they all have a tendency to ask the same questions… What is FaceBook doing for me? Well… It’s the visibility, the interaction, and the constant catering you can provide to your customers, followers and referring crowd that in the end provides profitable business. We are all looking for residual income from our hard labors… but building a foundation that provides satisfaction, education, and security is what truly brings them coming back for more! That is real customer appreciation and loyalty.
I recently read an article from McKinsey Quarterly about the role of social media in customer service. The article dove into the operational aspects of implementing a social media strategy. It also compared the use of traditional call centers vs. social media platforms for customer service. One point the article made compared the cost of the two channels: “handling an inbound telephone call typically costs a company $6 to $8; an interaction using social media, less than $1.”
The article also made another point to help illustrate the endless possibilities for customer service: social media platforms make it “easier to guide customers to relevant web pages or video content.” While this functionality has often been used for content marketing, organizations should tap-into this low-cost opportunity as a customer service effort, sending customers towards the answers and information they need. (Hopefully, before they ask.)
This is really a lesson in proactive customer service. If you…
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