Improving Customer Service with Social Media

Can social media improve customer service for businesses?  Growth of your business depends on how well your customer service is.  It’s really important that you give good customer service.  The fact is, people are using social media for customer service.

The most common reasons why people use social media for customer service.

  • seeking an actual response about a service issue from the business
  • they want to praise your business for the great service that they received
  • to voice or vent their frustration on the poor service that they experienced
  • asking other people about your service experience and recommendations
  • people want to communicate to the company and not some offshore call center
  • convenience
Image representing Skype as depicted in CrunchBase

Image via CrunchBase

With the current consumer uptake of technology, the demand for online customer service will grow rapidly.  Businesses’ be ready.  Here are some ways you can improve customer service on social media.

  • be personal to consumers
  • respond quickly and generously give gifts or offer promotional products
  • offer Skype or live chat option with a person for sales, service, consultations, account enquiries, etc.
  • offer option for customer surveys and site suggestions to regular customers or site visitors
  • offer delivery service and create good return policies
  • customer engagement to allow booking for online meetings or appointments
  • provide information on products and common service problems with solutions
  • stock availability in stores or area
  • allow online lay-by & rain checks for customers
  • create loyalty programs
  • provide parking and transportation information to site
  • build online communities and forums for consumers and users to monitor and reward people
English: TICSS Customer Service Measurement Model

English: TICSS Customer Service Measurement Model (Photo credit: Wikipedia)

Businesses need to throw out the old model of ringing for customer service.  Why?  The old system needs to be reinvented to meet and exceed the people’s expectations.  Businesses can no longer funnel people through a channel.  You need a hybrid model of a funnel system and social media touch points (include mobile devices) for customer service.  You need to rebuild your customer service strategy to include all the ways people can interact with your business.  Include Sales, PR, Customer Service or Marketing to design a better customer service model.  Does PR, marketing or customer service members respond to online customer service?  What other ideas can improve customer service on social media?


A Brand Enhancer in Communications. I fit naturally with technology, curious about science and avid consumer of news to gain insights. You can follow me on Google+ , LinkedIn , Twitter .

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Posted in Social Media, Trends
10 comments on “Improving Customer Service with Social Media
  1. Connor says:

    Good day! Do you use Twitter? I’d like to follow you if that would be okay. I’m absolutely enjoying your blog and look forward to new posts.

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    • Go ahead and quote some of the articles, thanks also for including credits and sources back to the website. Your blog site looks cool and I’m glad that you know people who could use this information. Thanks for sharing it. I know they’ll appreciate it as well.

  3. With havin so much written content do you ever run into any issues of plagorism or copyright violation?
    My website has a lot of exclusive content I’ve either authored myself or outsourced but it seems a lot of it is popping it up all over the internet without my authorization. Do you know any ways to help reduce content from being ripped off? I’d certainly appreciate it.

    • Unfortunately, written content issues with plagiarism and copyright breaches is common on the net. Unfortunately I don’t know any way of reducing content being ripped off. I thought I read somewhere about a software that can track articles on the web, but I can’t remember the name. You may be able to google it. I know people use my content without my authorization but they usually give me credit for my site and article. I placed this in my conditions and I’m happy with this arrangement. If you find a solution, let us know. Cheers.

  4. Hodum says:

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© Christopher Seeto and Aqua Black Cat, 2012. Unauthorized use and/or duplication of this material without express and written permission from this blog’s author and/or owner is strictly prohibited. Excerpts and links may be used, provided that full and clear credit is given to Christopher Seeto and Aqua Black Cat with appropriate and specific direction to the original content.
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