Almost everyone has faced a situation where they’ve had to raise an issue about a product or service they bought, only to be faced with a ticketing system that usually means days of waiting for a response while the ticket gets into the queue! In this age of instant gratification, making customers go through unnecessary hoops only frustrated them and makes them angrier. This is bad news for the customer support team and ultimately the business itself! Using outdated customer service systems like this is not the way to build a successful business in the socially connected world.
Even if a customer is not satisfied with a product or service, chances of them referring it to their family and friends is greater if they received a favorable and prompt response to their inquiry.
Getting a quick email reply from customer support will help calm down even the most enraged customer. Even better would be a help desk that is integrated with social media applications such as Twitter and Facebook. With most people already on Facebook or Twitter, when they are faced with a problem, they instinctively turn to social media for a resolution rather than hunt for an email address to send their problems to. Finding a Facebook page or a Twitter handle of a company in many case is quicker than getting the customer support email address. This is why it helps if the customer service software has social media integrated into it! Also, with people spending more and more time on social media, it’s convenient for them to post their issues on these platforms. And since social means shared, the postings are seen by countless others, making it imperative that businesses not overlook the power of social media as it can severely damage the reputation of a business. The online world is very powerful and just one negative testimony can badly tarnish the goodwill of a brand.
By using a help desk that has social media platforms integrated into it, the moment any customer raises an issue on one of these platforms, the customer support team gets notified instantly and can respond to resolve the problem. Even the most irritated customer will feel comforted if they get a quick response to their comment or tweet. And the response does not even need to resolve the problem. A comment or tweet stating their issue is being looked into will mostly satisfy the customer and let them know that your business is responsive.
An added benefit of resolving issues on social media is that it instantly ensures a better online reputation for your business. This is crucial no matter the size, scope or industry it is in. Ordinarily, to be responsive on Social Media would require a good deal of effort and time unless everything is available in an integrated helpdesk. When you can quickly and easily respond to customers on the channels that they use to contact you, it ensures their satisfaction and loyalty.
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