Social Media And How It Affects Customer Service | Business Articles

Social Media And How It Affects Customer Service
Author: benjamin
Social media outlets today have created the platform for the customers to vent their frustrations and disappointments if they are unhappy with the customer service of businesses. Poor customer service from offshore call centers can longer be ignored, as the social network forum can take the negative reactions from customers afar and spread the bad word across the globe. The managers at the call centers have to work on behalf of businesses to spread the good image of the company/business and maintain it that way.

Social media platforms like Facebook, Twitter, YouTube and several other social networking sites allow people to voice their opinions and views on products/services on the profiles of the associated businesses or organizations. There are also forums online where the customers ask and answer questions pertaining to a particular product or service from businesses. If a negative quality of the product/service is talked about, the agents should be careful enough to ensure that the matters are solved and the issues of the customers are redressed as soon as possible, so that the brand image of the business in question can be retained.

Businesses should be mindful that there are several channels available today for the consumers and customers to communicate with their own suppliers; channels include phone calls, chat messages, text, website forums as well as through emails. This balance of power is giving consumers the confidence in making purchases and offering the right review on the products and services. The customer service should be planned in call center outsourcing firms in such a manner that the customers are provided with a royal kind of treatment so that they remain loyal to the businesses for a long time. Note that confident customers are not high maintenance; they just require to be treated well.

Through the social media mechanism, it becomes possible for the businesses to keep the customers well informed and updated on product and service details. Businesses use social media platforms to offer consumers greater access to friendly details and also enabling the consumers to share their likes, dislikes and experiences with using the products and services of businesses; this will help the agents at the call center outsourcing firms address the complaints and issues of customers, in case there are any.

The customer service should be good enough over the phone and through the social media channels, as if there are any loopholes in the call center outsourcing customer service, it will be sorted out before it takes any ugly turn. When the consumers find that the customer service is good and efficient and meeting all their needs, there will be far less frustration among them.

If the customers are provided solutions to their issues and queries by the right 24 hour call center agents, they will be able to better believe in the issues and control their irritation as the authenticity is there. 24 hour call center customer service agents should be thankful that the customers are sending them complaints regarding products and services instead of letting the world know online.

Source: http://www.articlesbase.com/ezine/5759859

Source: http://www.adupit.com/business/2012/03/21/social-media-and-how-it-affects-customer-service/

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