Social Customer Service Improving Brand Loyalty

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Social Customer Service (SCS) works pretty much as it sounds, having a customer service staff member dealing with customer concerns on social media. This is usually carried out by using any social media platform including Facebook or Twitter. The key to achieving SCS is by demonstrating actual customer to staff member exchange in a visible environment enabled by the public nature of social media discourse.

customer service peter GIF
 Customer service is undergoing a major evolution, with online communication moving away from private, anonymous, one-to-one channels toward public one-to-many channels that are mobile, social, and attached to real identity. In brief, social media is changing the entire business of customer service, posing great challenges and presenting new opportunities for brands. In the midst of this seismic shift, though, it’s important to remember that the core principles of great customer service still apply.

 Quality customer service — regardless of channel — relies on a meaningful dialogue between brands and their customers. That being said, the growing preference for social media as a preferred channel requires your organization to re-think its customer service strategy.

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