Customer service as we know it is changing. Social media provides the fast and convenient solutions customers are looking for and is becoming a viable alternative to traditional customer service.
Using social media as a customer service tool allows customers to get their questions answered in a more convenient manner than a phone call. Put yourself in the shoes of your customer. Would you rather spend ten minutes on the phone with a customer service representative or send a message and move on to your next task? Your customers will appreciate the amount of time you save them by being available through social media.
Allowing your customers to reach you through social media shows them that you are available any time they need you. Social media does away with the 9 to 5 business hour schedule and allows your customers to reach you at their convenience, which boosts loyalty. Your customers are more likely to buy from you if they know they can receive help quickly in the event that something goes wrong with their purchase at an inconvenient time.
Imagine this scenario: a customer buys a carton of paper from your store. The paper jams in his printer right before a big meeting. He doesn’t have time to call customer service, but has time to send a quick message. Knowing that he can have his issue resolved without having to miss the meeting to talk to customer service will put him at ease and will boost ROI. He will buy from your business again knowing that any issues that arise will be handled in a manner that is convenient to him.
When your customer is ready to buy from you, whether it is the first or the tenth time, he or she will most likely turn to social media to find out what products and services you offer. Social media provides a convenient way to showcase products, services, and pricing. Sites such as Pinterest and Dudepins are great ways to showcase all of your products and services in one place. Social media users love to share pictures and videos, especially on Pinterest. Shared images of your product and pricing will cut down on the need for customers to call your customer service line asking about pricing and product details.
Using social media as a customer service tool not only helps your customers, it helps your business as well. When your customers are spared time and effort, so are you.