Is Customer Service All About Being “Social”?

Wednesday, April 1st, 2015

Well, that depends, but almost certainly the answer is a resounding “Yes”! Although it might have worked well in years gone by, for a modern customer service department to be truly socially centric, it’s now about more than just wining and dining your best customers.

The advent and subsequent explosion of social media sites like Facebook and Twitter have led to the need for companies of all sizes to provide some form of online social customer services interaction particularly given that customers’ expectations have soared in terms of the service they should then receive.

Consumers have been quick to realise that expressing dissatisfaction on a social media site is the quickest way to forewarn others of poor service, so it is now essential for customer services departments to monitor and react as soon as possible to repair and enhance a company’s reputation.

So how are companies managing these new style social customer services, and what do they see as their biggest challenges in doing so? In a recent survey, over half those questioned cited a lack of budgetary and staff resources as major stumbling blocks. Nearly a third believed there was a shortage of ‘business intelligence’ on the subject of social customer services. Other obstacles cited included internal squabbles over ownership of problems and ultimately having access to a technology partner or IT department equal to their requirements.
So it would appear that there could be some very real difficulties involved in deploying a modern customer services department these days given that it has seemingly become increasingly more difficult to keep a “finger on the pulse” in this rapidly evolving landscape.

So, it’s no wonder that more and more companies are seeing the benefits of outsourcing all or part of their customer services departments to full service contact centres like ourselves here at mplcontact Sutton Coldfield.
Give mplcontact Sutton Coldfield, Birmingham a call today on 0121 362 7001 (or alternatively on freephone 0800 018 6009) and we will be delighted to help you find a solution.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society