Social Media is exploding and will continue to grow. Not only are the social media sites increasing but so are the devices and smart phones that let consumers access these.
Social Media Customer Service is an important aspect of any business. With the growing mobile population and ease of access to various social media platforms consumers can easily express their dissatisfaction in a short period of time. And since other consumers also are on the same platforms it is likely that bad news will travel fast
Better to nip any customer issue in the bud before it goes viral and creates a negative image perception for your brand
A brand manager’s essential to-do is to have quick and fair resolution of all customer service issues. This requires a problem solving approach with high service levels and quick turnaround times.
While our brands may have social media agencies to help with consumer services, our response management cell can take care of posts that relate to customer issues. These may require quick response management with co-ordination with multiple departments within the client organization. Tracking and reporting these across shortlisted sites and providing adequate and appropriate responses on a timely basis are a critical activity that can be managed by Kankei
There are various tools to track and respond to social media comments, but these need resources and focus and attention. Outsource your social media customer service to companies like Kankei so that you can get customer service issues addressed and create a positive perception about your brand.