Etech Global Services has recently done a bit of research on this topic and the findings have been rather eye-opening. Here’s what we learned:
Based on these findings, it’s safe to say that Social Media is literally changing the way we deal with customers, and if we’re not up to the task of social media, we are at a disadvantage. Additionally, when a customer uses a certain channel, such as Twitter, to ask a question, they expect the question to be answered through the same channel. The answer needs to be personal, quick and offer the appropriate solution. If the response to the question is not personalized, it leads to channel irritation which can then spread to other customers.
Below are some infographics that further explain the importance of social media in your customer service strategy:
We found this information to be rather defining for us as a company and hope you do as well.
This Blog entry was written my Matt Rocco, President and COO of Etech Global Services. If you would like to learn more about Etech and our contact center technology and service solutions, please contact us at firstname.lastname@example.org