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BizReport : Ecommerce : March 28, 2016


Top 3 tips to create better social customer service

Customer service will likely always have it's issues, after all, most people call, email or ping customer service because of a problem. But, in the social space, one expert believes brands can do much better. Here are three tips to improve the social customer service experience.

by Kristina Knight

Anticipate customer needs

"With social media, brands are able to listen to consumers even if they're not directly mentioning them. Along with other technology, social platforms enable companies to contact a consumer before they encounter a problem. Consumer expectations are much higher today, and they are getting used to technology that can anticipate their needs. Amazon Echo is an example of this," said Scott Horn, CMO, [24]7.

Make social support a natural extension of the e-commerce journey

"Don't think of each of your social channels in a silo. Make opting-in to a messaging platform a seamless part of the e-commerce experience, so that when a customer makes a purchase, the interaction carries over seamlessly to a messaging app. Consider the questions customers will have immediately after they make a purchase, and deliver that to them before they ask. This will also help reduce costs by decreasing call and e-mail volumes," said Horn.

Keep an eye on the latest technology

"Social media is rapidly evolving, and messaging apps are poised to become a critical part of the customer service landscape. Get ahead of these opportunities and look for ways to be where your customers are interacting. In today's on-demand economy, it takes a future-forward strategy to stay ahead, stay relevant and avoid being disrupted," said Horn.



Image via Shutterstock

Tags: customer service, ecommerce, social commerce, social customer service, social marketing, [24]7








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