Today’s guest post is written by Stefanie Amini, the Marketing Director and Specialist in Customer Success at WalkMe, the world’s first interactive online guidance system.
Technology can be a great blessing if it is used in an appropriate manner. On the other hand, it can be disastrous if you don’t know how to use it for your benefit. Technology helps businesses connect with people quickly. However, organizations that are unable to adapt can be left behind.
Many companies keep looking for ways to keep their customers happy and satisfied. Unfortunately, it is never enough. These days, unhappy customers take their issues to social platforms and look for answers on various social channels.
The Impact of Social Media on Customer Service
Social Media has completely changed the scope of customer service. Certain issues which once went unnoticed can easily create chaos these days. Unhappy and dissatisfied customers can voice their opinions on various social networking websites like Twitter or Facebook. People can completely destroy a company’s image by letting others know how they were treated.
The worst part is that thousands of people see a post on social channels within a short period of time. Moreover, this number can quickly increase exponentially. Irrespective of the kind of issues a customer faces, if he makes a big deal out of it, it can destroy a company’s reputation pieces.
The Best Solution to Customer Service
In modern times, people look for accurate and quick responses to their problems. However, this proves to be quite costly for business organizations. A lot of resources have to go into customer service. Customers don’t want to hold the line for long. They want prompt responses from customer service representatives. The best way is to let customers find answers to problems on their own.
An IT manager needs to find a balance between cost effectiveness and customer service. Thus, it is important to use resources like WalkMe. This is a platform that guides agents in resolving real-time problems in a quick and efficient manner. Thus, customers don’t have to wait before they speak to representatives. This reduces the number of customer issues.
Customer Service Helps Retain Customers
There have been many incidents where customer service representatives have been unable to satisfy customers. According to studies and surveys, around 68% customers leave a company if they are not satisfied with customer service. This leads to a significant negative public fallout. Moreover, it can lead to a shrinking customer base.
Many managers lose focus on existing customers and try to attract new ones. However, this can be a terrible idea. According to data and statistics, customer retention is critical for the success of every business.
Whether you are an IT manager or a marketing manager, it is absolutely clear that providing good customer service should be your top priority. Customer service is the key to both retaining customers and attracting new ones.
Due to increasing competition, business organizations which don’t use social media properly will have to learn about its consequences the hard way. Social media channels can take your business to new heights. You need to give them the attention they deserve. Customer issues should be addressed in a timely manner. A business should also provide certain tools to customers so they can find quick solutions on their own.