FIGARODIGITAL.CO.UK
On demand services are growinwg in number and popularity, mobile has made it possible to sweep through the internet using only your thumb – and social media has
turned customer service into an entirely diff erent ball game.
ear gone are the days of lugging a faulty vacuum cleaner back to the shop, or spending hours on the
phone listening to hold music. Now, through the power of social media, a brand’s inadequacies can be laid bare for the mirth of the web. But despite the problem that this
raises for brands, it also presents itself with a built-in solution. Responding to customer enquiries in real time on Twitter is an incredible way of putting your brand personality into practice, showing your company’s effi ciency and raising the bar on customer engagement.
The Offi ce Joker
Twitter responses have given marketing the human touch which is so in demand in today’s digital world. Jenny Bernarde, social media lead, Bozboz, says: “You can use public query responses to enhance your brand personality with personal, friendly responses that make your audience feel listened to and valued.” While social media has commonly been used as a window into the more personal side of a brand, it’s also an outlet for those customer complaints to be aired, as consumers have realised, there’s often no faster way to receive a response to your enquiry than doing it where everyone can see. There are risks involved, however, with this very public forum for addressing customer enquiries. Bernarde continues: “Some brands create some PR Buzz with witty comebacks to complaints or queries
Customer Service In The
Twittersphere
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