The
power of social media cannot be underestimated by any serious brand or
organisation especially when it has to do with customer satisfaction and
engagement. It has completely changed interaction with customers. So,
how has social media revolutionised customer service? Jumia Travel, the
leading online travel agency shares the ways or how this is happening.
power of social media cannot be underestimated by any serious brand or
organisation especially when it has to do with customer satisfaction and
engagement. It has completely changed interaction with customers. So,
how has social media revolutionised customer service? Jumia Travel, the
leading online travel agency shares the ways or how this is happening.
Public and open interaction with customers
Today,
customers can have public and open interaction with any brand whether
they have complaints or not. There is nothing that is hidden anymore.
customers can have public and open interaction with any brand whether
they have complaints or not. There is nothing that is hidden anymore.
Variety of options
Customers
do not need to dial any number to reach customer service. With social
media, they now have options to engage businesses. There is Facebook,
Twitter, and Instagram to help resolve any issues. This is because many
organisations now have social media presence.
do not need to dial any number to reach customer service. With social
media, they now have options to engage businesses. There is Facebook,
Twitter, and Instagram to help resolve any issues. This is because many
organisations now have social media presence.
Ruin a brand’s reputation
If
you want to destroy or ruin a brand’s reputation, you should take to
social media. You can do this when such an organisation is unresponsive
and refuse to take action on your complaints. A tweet will prompt them
to act because they want to protect their image.
you want to destroy or ruin a brand’s reputation, you should take to
social media. You can do this when such an organisation is unresponsive
and refuse to take action on your complaints. A tweet will prompt them
to act because they want to protect their image.
Take advantage of influencers to build your brand
There
are now social media influencers that can help you promote your brand
or social media campaign. This can give you more traction and reach.
are now social media influencers that can help you promote your brand
or social media campaign. This can give you more traction and reach.
Provide instant help to customers
This
is the ultimate way social media has changed customer service. It has
made it easier to provide instant and immediate assistance to customers.
It is presently possible for brands to quickly respond to inquiries,
questions and complaints.
is the ultimate way social media has changed customer service. It has
made it easier to provide instant and immediate assistance to customers.
It is presently possible for brands to quickly respond to inquiries,
questions and complaints.
Announce policy changes
News
organisations now follow the social media accounts of brands so that
they will get firsthand information and announcements. So, no
organisation needs to go through newspapers or television to announce
policy changes. You can share a post on social media and the media will
pick it up.
organisations now follow the social media accounts of brands so that
they will get firsthand information and announcements. So, no
organisation needs to go through newspapers or television to announce
policy changes. You can share a post on social media and the media will
pick it up.
Deal with different customers at the same time
With
social media, you can deal with different customer
