Customer Service in 140 characters or less

Recent studies show that many customers have had success with their customer service claims while using twitter.  

71% of of 16-24 year olds go online when they have a problem with a product (2012 Sitel Study); 67% of 23,000 consumers in a J.D. Power and Associates study had used a company’s social media site for servicing; and 87% of consumers in the J.D. Power and Associates study said their online social interaction with the company positively impacted the likelihood that they’ll purchase from the brand, and that the responsiveness of the service representatives were a key of that satisfaction. (http://socialmediatoday.com

However 140 characters is not adiquate with some issues so a solution may not be the first step, but relationship managment certainly is.  Twitter is always on and likewise so are the support twitter handles, but companies need to always have fast response times, maintain transparency and always be ready to answer customers.  Samsung and Microsoft are the front runners in this facet of Twitter but I wonder who is next to follow and how this will change customer service.   

Advertisements
This entry was posted in Uncategorized and tagged . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s