Customer Service Meets Social Media

Take a look at the top or bottom corner of any reputable business’ website, and you will most likely find links to the company’s social media sites. The digital revolution has woven itself into the fabric of our society, governing many of our daily interactions, and shaping the way we do business as a result. It should come as no surprise then that social media is beginning to take the place of traditional customer service centres.

According to Dimension Data’s 2016 Global Contact Centre Benchmarking Report, social media engagement has risen by 23% from last year, and phone transactions handled by call centres have dropped by 12%.

Increasingly, consumers are forgoing picking up their phones and calling a business’ call centre, choosing instead to visit its social media pages to interact directly with the business. And who can blame them? Nobody enjoys sitting through the torture of listening to second-grade jazz music played on an infinite loop while waiting for somebody to respond on the other end of the line.

We are living in the days of instant gratification, and customer service is no exception.

For example nowadays when customers are uncertain about why their flight has been