Customer Service and Social Media: Our Love/Hate on this Growing Relationship

Long gone are the days of calling an automated customer service hotline, only to listen to stale elevator music and stay on hold for half an hour. Now, brands are expected to address issues as they arise online. While this is great for the customer, many brands are left feeling uneasy about this change.

Here are our thoughts on developing Customer Service on Social Media:

Love: Brands can address issues promptly to diffuse the situation

  • If a customer is especially upset, addressing the problem and then taking the conversation offline can resolve the issue.
  • Always offer an apology. The best way to ensure a return visit or purchase, however, is to accompany that apology with a reward of some sort.

Hate: All negative comments are revealed, leaving your brand’s downfalls exposed to the public

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