How has social media made you more aware of an important issue

Can Social Media Really Solve Customer Service Problems?

If you really think about the way that information can spread rapidly with social media and the countless times information gets changed when it travels from person to person you can really see how complaints regarding unsatisfactory service can be spread across the media even if it is just one person who is not satisfied with a service or product. Therefore within a business or firm customers service issues or complaints can be resolved through social media.

It is no longer necessary to send complaints through certified mail anymore when customers can receive faster responses and actually get responses through social media. Customers tend to use social media because it is seen by the public and companies want to ensure that their image is in good standing, so if a customer is not happy the company’s customer services the PM would want to reach out to prevent an threats to their brand or product. In many cases I have worked for companies in the past that encourage their customer service team to interact with customers through social media because there is when the action happens.

Ways Social Media Can Help:

Social media can actually help the business because it allows them to be available and responsive to the needs of the customers while having compassion for their concerns. Social media will also permit the customer service department to take action in the event that a negative comment is shared over social media since it allows them to post a quick response so that the issue can be address before it even escalates, lastly it provides good feedback and communication for the continued success of the partner /customer relationship.

With addition to easier access with advancements in technology customers are more likely to go towards using their smart phones or computers to broadcast to the world about their experience using a product or service, which is why it is important to have social medial platforms like Twitter, Facebook and Instagram. In a study performed by “Simple Measured proved that 99% of brands on Twitter and 30% of them have been dedicated to customer service handle, as the average response time was 5.1 hours with 10% of companies answering within an hour and 93% of companies answering within 48 hours.”

Jet Blue was a company which was acknowledged for having exceptional customer service on Twitter which led to improvement on how their customers perceived their company of Twitter.

#1: JetBlue Excels in Responsiveness

Airline delays are one of the most common causes of customer frustration. Not only do delays happen often, but also people are pretty vocal about their feelings when their flight is delayed.

Acknowledging this, @JetBlue ensures they’re responsive to their customers because they understand it’s important for continued customer loyalty. Not only do they engage with happy customers, but they also respond to and help frustrated customers as quickly as possible.

JetBlue assisting a frustrated customer.

Lastly what is important to know is that always having a quick response it not the key here with solving customer related issues, however having quick access to address their concerns is key along with being able to provide quality assistance that address their specific needs. It is important to remember that blogs are permanent so make sure you totally understand the customer’s complaint before you respond to them.

@smexaminer. “4 Examples of Excellent Twitter Customer Service : Social Media Examiner.” 4 Examples of Excellent Twitter Customer Service : Social Media Examiner. N.p., n.d. Web. 07 Nov. 2016.

“Go to Bing Homepage.” Social+media+and+customer+service. N.p., n.d. Web. 07 Nov. 2016.