Cus­tomer Ser­vice Meets So­cial Me­dia

SLOW Magazine - - Must Go -

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

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