What is the true cost of doing little or bad customer service?
“You Can’t Improve What You Don’t or Can't Measure” goes one of the most famous quotes in business.
This seems to be one of the biggest problems for doing, evaluating and rewarding great customer service.
Customer support is the very rare opportunity that is given to every company to connect to its customers directly and on emotional level.
The True Cost of Bad Customer Service
According to a recent study performed by HelpScout, here are the 3 most important facts about "bad customer service":
As it can be seen (last point), the potential for further improvements and better customer service are huge and great.
How your company stands out in terms of providing an excellent customer service to your customers? How you manage to engage but also to measure the effectiveness of your customer service colleagues?
Share your thoughts here.
Have you noticed that the people who love beauty brands really love their favorite brands?
Take the Avon page, for example. The majority of the comments are just expressing love for the brand’s products. When fans do have questions, an Avon rep jumps in and points out where they need to go for more information. Avon uses its Facebook page to introduce new products, talk about fashion trends and highlight some of its reps.
Customer service is essential on Facebook. You don’t have to make the social network your main source for support, but you should respond and interact with your fans to answer their questions. You’ll not only boost engagement, but also show that you’re human and you care about their opinions and questions.
What do you think? Have you tried this tactic on your FB page?
Yeah, I'm on Facebook and Twitter. Isn't that enough? While that is definitely a good start, by no means is that enough. In today's social atmosphere that we are a part of having a Facebook, LinkedIn, Twitter, Pinterst, Google Plus, YouTube channel, and maybe even Vine isn't enough. To see any results you need to update regularly and respond to people.
While every company usually maintains a department dealing with customer service and support, very few actually are in a position to integrate their customer service departments with social media marketing.
Typically, most companies use social media to talk about their latest products, tweet links to deals and occasionally forward issues to their technical teams, sales departments and even more rarely to the top management of the company.
Unfortunately, things now a days have changed during the rapid growth of social media platforms and the social media mobility of people.
The following stats depict exactly how people are acting in social media today and therefore why integration of customer service function with social media is not a must but a necessity today.