{"id":2208,"date":"2017-08-03T14:24:39","date_gmt":"2017-08-03T13:24:39","guid":{"rendered":"https:\/\/www.firetext.co.uk\/blog\/?p=2208"},"modified":"2023-02-10T15:45:54","modified_gmt":"2023-02-10T15:45:54","slug":"10-ways-social-media-has-changed-the-shape-of-customer-service","status":"publish","type":"post","link":"https:\/\/www.firetext.co.uk\/blog\/10-ways-social-media-has-changed-the-shape-of-customer-service\/","title":{"rendered":"10 ways social media has changed the shape of customer service"},"content":{"rendered":"

Customer service has well and truly gone social \u2013  the way your customers want to interact with your business now is a whole different game and you need to make sure you\u2019re keeping up to ensure your brand image is protected.<\/p>\n

1. Customer interaction has gone public<\/h4>\n

Communication between you and your customer is no longer kept to a private phone call or email. It\u2019s posted live on the internet for all your followers (and potential new customers) to see before you\u2019ve even had a chance to discuss it. This isn\u2019t always a bad thing, customers have loads of nice things they want to shout about, but it only takes one disgruntled customer to leave a negative comment ruining your reputation in an instant.<\/p>\n

2. Customers can choose how they get in touch with you<\/h4>\n

With so many forms of communication, including multiple social media platforms, you need to stay up to date with what your customers want. One customer might prefer to send you a private Facebook message whilst others will post a public tweet, or comment on your Instagram page. You need to be familiar and present on all platforms if you want to communicate with customers in their favourite way.<\/p>\n

3. Customers expect an instant response<\/h4>\n

Social media isn\u2019t open between 9-5 only and your customers know it. If they are using a social platform to contact you, they tend to expect an instant response \u2013 especially when sites like Facebook sends a sneaky read receipt letting them know the message has been seen!<\/p>\n

4. The customer is in control<\/h4>\n

That old saying that \u201cthe customer is always right\u201d may not always be true, but they do have the upper hand so it\u2019s worth considering. Your customer knows that they have the power to upset your brand image with a negative comment online, so they use this when trying to bargain for a better deal or money off, leaving them firmly in control.<\/p>\n

5. Businesses need to display their personality<\/h4>\n

Social media is exactly what it says on the tin \u2013 social. It\u2019s the perfect way for friends and family to stay in touch and share memories instantly. As a business on social media, you need to be more personal and show off your brands personality, engaging with customers in the same way you would a friend so your communication fits with the platform.<\/p>\n

\"\"<\/a><\/p>\n

6. Reviews are available everywhere<\/h4>\n

Reviews and feedback from customers are no longer posted on review sites only, they can be seen on product images shared across social media or on your dedicated business page. Giving an awesome customer service both on and offline will ensure your reviews show a positive reflection of your company.<\/p>\n

7. Customers talk to other customers<\/p>\n

They may never have met each other and even live in different countries, but that doesn\u2019t matter on social media; customers will chat to other customers on your social media page. It can be awesome for your customers to share their experiences and talk about what they love about you or your brand, but if talking about a bad experience here they might have power in numbers.<\/p>\n

8. Businesses can use influencers to promote their brand<\/h4>\n

Social media has lots of advantages from the businesses point of view too, it\u2019s a free platform for you to showcase your products and services and if you want to spread your message even further you can enlist celebrities or influencers to do the same so you\u2019re reaching more than your immediate followers.<\/p>\n

9. It\u2019s so much easier for customers to find your competitors<\/h4>\n

Your competitors (and their customer service) is out there for your customers to see side by side your business details on social media. Some platforms may even recommend \u2018similar businesses\u2019 to those that follow you, this can work both ways so it is great for you, but also for your competitors. Use this to your advantage and make sure your customer service is the best out there on show.<\/p>\n

10. Customer service is now open 24\/7 (whether you like it or not)<\/h4>\n

As soon as you put yourself on social media, the usual business hours go out of the window. You\u2019re open and available 24\/7 for customers to see you and get in touch. Be clear on your social media pages what hours the page is manned and when they can expect a reply, this manages their expectations so they don\u2019t get agitated waiting for you to respond.<\/p>\n

 <\/p>\n

If you want to make sure your brand personality shines through on social media, only give your customers awesome things to say about you. Showcasing your amazing personality throughout the customer journey could make them jump online and talk about how lovely it was to deal with you, this protects your online image and makes it easier to win round future customers too.<\/p>\n","protected":false},"excerpt":{"rendered":"

Customer service has well and truly gone social \u2013  the way your customers want to interact with your business now is a whole different game and you need to make sure you\u2019re keeping up to ensure your brand image is protected.<\/p>\n","protected":false},"author":4,"featured_media":2209,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[40],"tags":[],"class_list":["post-2208","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-keeping-customers-happy"],"yoast_head":"\n10 ways social media has changed the shape of customer service - SMS Marketing Blog<\/title>\n<meta name=\"description\" content=\"From expecting instant responses to choosing your channel, here are 10 ways social media has changed the way we talk to customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.firetext.co.uk\/blog\/10-ways-social-media-has-changed-the-shape-of-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"10 ways social media has changed the shape of customer service - 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