Direct messaging and chat are growing as part of social customer service. Omnichannel is taking on a new meaning for customers! Are you ready?
Customers expect more from social customer service
Social platforms have been growing and evolving as a means for customers to provide feedback and resolve issues. We often think of these as public channels, but customers are discovering new rules and features that allow them to contact you directly via Facebook, Twitter, WhatsApp, Instagram and more.
As this trend continues to grow, it’s becoming a whole new responsibility. Do you have the time or resources to respond fast enough? Is your staff prepared to handle one-on-one chats? You may not offer live chat on your website, but your customers may still be expecting it on Twitter, Facebook or Instagram! If you do perhaps have a dedicated team to respond to direct messages from customers, doing so on instagram dms online may not be the most efficient way, but instead look for direct messaging software as a desktop application, and your business may find response time decreases and therefore hopefully customer satisfaction can improve!
Don’t start scrambling for ways to turn off these features just yet. How you handle omnichannel customer service can have a huge impact on satisfaction and loyalty, good or bad, and private channels are no exception.
Listen in as Adam and Jeannie discuss how to turn these new challenges into opportunities.
Listen To This Episode!
- 360Connext® post, 5 Reasons Social Customer Service is Still Subpar
- Customers That Stick® post, Social Media Customer Service with Jay Baer (Video)
- Episode 136: Jane Anderson, Customer Service for Personal Brands
- Episode 035: Ramon De Leon, Word of Mouth Supergenius
Take care of yourself and take care of your customers.