Social media is a double-edged sword for your customer support – kapdesk


In a matter of few years, social media has managed to alter the fate of the Internet in many different ways. Nearly every facet of society has felt the impact of social media through a wide range of opportunities, as well as scope for risks and threats.

Businesses use social media as a medium for providing excellent customer service. However, relying on social media for customer service has both pros as well as cons.

Understanding social media ticketing

It goes without saying that social media is an integral part of customer service. Brands and businesses of all shapes and sizes are rushing to incorporate a social media strategy into their customer service to stay current in a fast-evolving market.

From the perspective of a business, social media enables instant feedback. This kind of feedback is not possible from the more traditional means like phone-based support and email-based ticketing.

Social media challenges

However, despite all the benefits that it offers, social media is not without its faults. The most difficult and complex problem that businesses are facing is the difficulty in dealing with a high volume of queries coming their way.

Moreover, as a business grows, the amount of queries can only go on to increase over time. Also, customers on social media expect immediate answers to their problems. Failing to respond in a satisfactory manner can damage brand images and also lead to a loss in business revenue.
Social media enables businesses to deliver service in a manner that is both powerful and guarantees utmost consumer satisfaction.

Brands that are smart and savvy understand there is much more to social media ticketing and customer service than simply dealing with complaints and arriving at solutions.

The feedback that you accrue from your customers is of the utmost importance, and it can help you solve problems instantly.

Make sure you do it right

Ensure that your brand is providing a customer service that is personal and is delivered on time. Have a team of customer service representatives who are there to sort out customer issues and keep a track of your social media interactions.

New businesses can leverage social media the right way to create the desired impact on their customers. Once you have your social media strategy in position, you can then use the incoming feedback to grow your company and start moving it towards the right direction.

It is very important that you respond to queries in the shortest time possible. Also, schedule quality checks from time to time to ensure that the quality of customer support is consistent for all the individual customers.

Address the feedback problem

The importance of dealing and managing costumer interaction through social media platform is only going to increase in future. This is an era where consumers have way too many options and how an organization communicates with the user is very critical in keeping lucrative customers in the fold.

This is not to say that your brand has to please everyone.

Managing feedback generated by users everyday using social media will help improve the bottom line of your business and help you keep your brand on top of the game.


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