Gone are the days when customer service was confined to a set of robotic rules and fake etiquette. And gone are the days when you had to queue or make calls to your service provider for customer support. Well, maybe not exactly. But new media has emerged alongside these conventional means to help revolutionize customer service.
New media via social network platforms comes with a lot of benefits for the service provider. Besides sorting out the customers’ issue, it is a platform that brings in a kind of interaction between the customer and service provider that is fun and friendly.
Platforms like Facebook and Twitter break the perceived barrier between corporate organizations and their customers in that the interaction is much more personalized and friendly. The feeling that an organization is aloof that a customer gets when they call a busy customer support line is entirely eliminated.
The flow of information is also made easier because the customer can enjoy customer support while on the go through mobile devices like mobile phones and portable computers via the internet.
Then there is the issue of feedback. Being a social network platform, it is easy for customers to make positive criticism of the quality of service provided to the advantage of the company without the fear of feeling intimidated like for instance, when dealing with a customer service staff on the other end of a telephone line.
And with more and more people joining the information superhighway on a daily basis, the potential advantage of social networks can not be lost on a forward thinking organization.
