Companies like Zappos have a customer service specific Twitter account that they use to engage with customers and answer questions within 24 hours. Most expect an expedient turnaround regarding their customer services questions and concerns; Zappos has a 54 minute average response time. They also respond to every single inquiry making them a leader in consistent, engaged customer service.
Here’s how customer service is being shaped by social media:
- Reputation management can be supported through a network of social media platforms that work to address both good and bad feedback. It will also often help draw patterns in your strengths and weaknesses.
- Timely responses are imperative to good social media customer service. Companies that do it well employ a 24 hour policy to provide a response to all inquiries. The quicker the turnaround, the happier the customer and the more likely you are to create brand loyalty.
- Customer engagement is one of the most important elements of social media customer service. Not only do you want to provide incredible customer service, but make it a point to interact with your customers and get to know them. Show some personality!
Which companies do you think best utilize social media in their customer service efforts?