Customer Service and Social Media
- Written by Sarah Lenahan
In today's world of Facebook, Twitter, and Instagram, there is no excuse for ineffective or delayed communication. Social media has opened the door for companies, large or small, to improve their customer service. By aiding in transparency and personal interaction and also allowing for direct and immediate response between company and client, social media is changing the way companies communicate with their consumers.
More and more, consumers are using social media as their first attempt to reach a company when needing a question answered or help in solving a problem. A study done by J.D. Power and Associates found that millennia's are more likely to use social media for customer service than marketing. While 33% of consumers access social media to see a company's marketing, 67% use social media as an access point for customer service. This shift is mutually beneficial for both company and client.