Is your Customer Service ready for a new world of openness?

Posted by Meghna Kothari in Blog, Social Media Dubai, Social Media Works 07 Jun 2013

Many a times brand get on to social media, just because its the trend, all the other brands have, and your customers expect to see you there. However, how many brands are actually open to listening to their customers.. thats the big question! Reports say, 31% of customers will take to social media to vent about poor customer service.

Customers react very passionately to brands they like, however, brands normally do not respond back to customers and acknowledge their efforts. A classic example being the Nutella case study, when one of the fans, Ms.Russo, wanted to celebrate World Nutella Day. Instead of Nutella appreciating Mr.Russo’s efforts and emotions towards the brand, they asked her to stop celebrating this day. She got 40,000+ Facebook fans to celebrate World Nutella Day. She blogged her experience which created waves.

Customer Service on social media

Brands, in todays age and time, need to be a lot more receptive to their customers. Acknowledge their comments and suggestions as a starter. Social Media plays an instrumental role in brining the customer and the brand closer. Brands should not only be present on social media to hard sell their products, but respond. Brands need to learn to be a lot more human in their approach.

When McCollins Media has taken over the Roads and Transport Authority, Dubai, Social Media Account, i vividly remember the sentiment analysis of the brand made a gradual shift because of the way we swiftly replied on twitter. People started resorting to Twitter to have their queries answered. We had a issue which has to be resolved, and we got the higher authority to actually call the customer and solve the problem for him. That got us a lot of positive sentiment. I very much believe if the senior management would take customer suggestions and comments seriously, and as and when appropriate, get in touch with the customer to let them know they were heard, one positive experience, would create so many more brand advocates.

So before you get into the social media bandwagon, make sure you outline how transparent can you be with your customer, how will you manage customer service via digital channels. For a brand to get the initial positive momentum, make sure you make a record of the positive customer service case studies.

Customer Service marketing

What are your thoughts on customer service via social media in the middle east region? Share your experience with us!

  • Taruna June 8, 2013 at 1:52 am / Reply

    This is so true. The first thing people reach out for nowadays as soon as they venture brands is to tweet on twitter. Whether they want to vent or praise the brand, twitter and facebook are the platform customers first attack. In order to draw more customers, brands should be responsive on social media platforms and improve their social media skills.

  • webstersuae June 20, 2013 at 4:05 am / Reply

    Good Blog to online user’s and very useful to online users. We are also providing the same services in Social Media in Dubai, Internet Marketing and SEO services.

  • webstersuae August 14, 2013 at 11:31 am / Reply

    Hi,
    Good article and thanks for informing regarding the SEO service and it’s useful to Search engine in online users. We are also providing the same services in Dubai like SEO Services in Dubai and SEO services.

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