Impact of Social Media on Customer Service

“Social Media isn’t a choice anymore-it’s a business transformation tool.”

According to Natlie Petouhoff, a senior analyst for Forrester Research times have changed in the way the traditional customer service community deals with it’s customers.   Consider for a moment the options available for customers to praise or voice udder frustration with your services.

Customer service in the past has traditionally been based  on anonymity (a customer service representative or technician on a phone, email or chat system) but social media is all about personality and authenticity.  Imagine for a moment if during your time of server or hosting crisis you just wanted “speak to a human ” you were able to log into your MyCp and click “Superbinte” and you were quickly connected with a live customer service representative or with click of your mouse you could walk to our technical support bar and get instant help from a technical support staff.

This may seem like something from the  distant future, but the facts speak for themselves (in a recent study conducted by the Society of New Communications Research (SNCR)-59% of respondents said they use social media to vent anger over their customer service experience.) So how is Superb leveraging the power of Social Media to listen to our customers?  Take a moment to click on the below link to find out more information.

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