How Social Media Has Changed the Customer Service Trends?

Excessive use of social media has changed the customers’ demands and expectations to a greater extent. Now customers want to report and resolve their issues through the social networking sites thinking that this is the fastest and the widest platform where they can report their complaints and express their opinion about a product. This is the reason that most of the retailers have shifted their customer services online. Additionally, they have created their brand page on the social networking websites so that the people could add their comments, complaints and suggestions at their great ease.

A market report has shown that 57% of customers prefer to search online to solve customer service issues. 44 % adults use the web to share their complaints about a products and services.  Cap Gemini Study has revealed that 60 % of companies don’t respond to consumers through social networking sites even when asked a direct question.

However, the use of social media to leverage the customer service varies in different age groups. Statistics from an infographic revealed that 15% of people aged 16-24 preferred to interact with customer service on social media over any other method. On the other hand, 7% of aged 25-34 have posted a query on twitter. In the same way, the trend varies in the people in the aged between 35-44 and 45-54.

Using social media to impart their services, the companies can get a quick response on how are they delivering and how could they bring improvements.  Billions of people use social media sites to share, comment, complaint and suggest about different products, brands or ideas. This way, the companies taking the edge of such sites, can get to know how their customers perceive the image of their products and services. Moreover, it will also help organizations and brands to know about their competitors. Thus keeping track of their own position, the level of their services and the competitors, the companies can bring timely or beforehand up-gradations in their services.

Undoubtedly, the changing customers’ attitude has compelled businesses of all shapes and sizes to change their customer services accordingly. Now most of the tycoons are setting up their strategies according to customers’ expectations. They design your roadmap on their clients’ needs. However, it’s not enough for retailers to tune into what their customers say about them on social networking sites; rather they must need to be creative and progressive to stay a step ahead.