{"id":4894,"date":"2021-12-05T04:51:23","date_gmt":"2021-12-05T04:51:23","guid":{"rendered":"https:\/\/www.britopian.com\/?p=4894"},"modified":"2023-11-19T08:22:20","modified_gmt":"2023-11-19T08:22:20","slug":"social-customer-service","status":"publish","type":"post","link":"https:\/\/www.britopian.com\/content\/social-customer-service\/","title":{"rendered":"Social Media Customer Service: What’s Old Should Be New Again"},"content":{"rendered":"
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The year was 2008. Comcast launched a Twitter account called @ComcastCares (now @xfinitysupport) to engage angry customers. This was when consumers joined social networks and used them to voice their displeasure with brands. They were vocal. Very vocal. And industry pundits had no problem amplifying those complaints and calling for brands to “join the conversation.”<\/p>\n\n\n

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\"Social<\/figure><\/div>\n\n\n

Comcast’s decision to join the conversation was a smart one. It allowed them to address customer concerns in real time, but it also humanized the company and showed that they cared about the customer experience<\/a>.<\/p>\n\n\n\n

In recent years, social media customer service has become more integrated into more comprehensive social media strategies. And while some brands have done an admirable job of responding to customer inquiries and complaints, others have fallen behind.<\/p>\n\n\n\n

As we move into 2023, it’s time for brands to re-evaluate their social media customer service strategy and ensure they do everything they can to provide a positive customer experience.<\/p>\n\n\n\n

How has Social Media Changed Customer Service<\/strong><\/h4>\n\n\n\n

Social media has changed the face of customer service. In the past, if you needed to get in touch with customer service, you’d dial a 1-800 number and sit on the phone for 45 min before reaching a live agent. And even then, your issue might not even be solved.<\/p>\n\n\n\n

Social media has caused the world to be impatient with just about everything. Customers can choose when and where to reach out to companies for customer support, expecting immediate resolution. But, when they don’t get it, they aren’t shy about telling the world about their negative customer experience.<\/p>\n\n\n\n

Early on, this dynamic caused panic and chaos for brands at the demise of negative social media conversations. This was a good thing For three reasons. First, brands had to rethink how they built products and services, ensuring high quality was a priority. Second, brands had To realize that they were no longer in control, so they had to adopt new strategies around customer care. Lastly, many companies started to build a customer-centric culture so that all business activity was centered around improving products, services, and the overall customer experience.<\/p>\n\n\n\n

Building the Case for Social Media Customer Service<\/strong><\/h4>\n\n\n\n

Building a case for social care is like trying to make a case for using an umbrella when it’s raining outside. You have to do it.<\/p>\n\n\n\n

A recent report, “11 key things consumers expect from their brand experiences today” <\/em>by emplifi<\/a>, painted the picture that consumers today expect a lot from brands. Some of the key findings include the following:<\/p>\n\n\n\n