{"id":10897,"date":"2012-10-31T14:22:52","date_gmt":"2012-10-31T08:52:52","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2012\/10\/31\/reducing-customer-support-hassle-using-social-media\/"},"modified":"2023-08-17T04:26:25","modified_gmt":"2023-08-17T04:26:25","slug":"reducing-customer-support-hassle-using-social-media","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/reducing-customer-support-hassle-using-social-media\/","title":{"rendered":"Reducing Customer Support hassle using Social Media"},"content":{"rendered":"<p><strong>Social Media <\/strong>is undoubtedly the new age method of communication used by professional organizations and companies &#8211; big and small, to create a rapport between them and their customers. Each of these services has a singular property of its own which is quite distinct and so they are widely being used by various SMEs.<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter\" title=\"Customer-Support-Flowchart\" src=\"https:\/\/simplify360.com\/blog\/wp-content\/uploads\/2012\/10\/Customer-Support-Flowchart.jpg\" alt=\"\" width=\"420\" height=\"310\" \/><\/p>\n<p>When it started, Social media dealt with only the marketing aspect of a company. But now it does not only mean making a brand name popular by advertising about it but it is exploring new horizons. The <strong>customer support system<\/strong> of a company which is supposed to be a typically <strong>physical aspect<\/strong> is being made <strong>social<\/strong>. We call it <strong>Social Customer Service<\/strong> and it has become an essential part of any company\u2019s Social Media plan. Since the term Social Customer Service itself is a bit cryptic it is mandatory to first find out its meaning and how it would be advantageous for a company.<\/p>\n<p><strong>What is Social Customer Service <\/strong>or support? Whenever we have a doubt or a question about a product, we turn to social media sites, and sometimes to the companies directly. Having such essential social media features to answer customer queries and address grieviances is Social Customer Service.<\/p>\n<p><strong>How does social Media help in making customer support hassle free? <\/strong><\/p>\n<ul>\n<li>In a recent survey, <strong>A T Kearney<\/strong> stated that approximately 20% of a company\u2019s complaints come through various social media sites but sadly as many as 70% of them are not addressed because social media is not a part of a company\u2019s SM strategy. If social media is merged into the customer support system of a company, this statistics could easily be reversed.<\/li>\n<\/ul>\n<ul>\n<li>A <strong>feedback<\/strong> or a comment that we get from a customer can be <strong>direct<\/strong> ,i.e., one which is given on our Facebook page or our Twitter name is mentioned directly in a tweet , or <strong>indirect<\/strong> where there is a comment about us or our product in someone\u2019s Facebook wall or a tweet. As a rule, it is sensible to address a direct feedback first as it will be seen by anyone looking for you on the social media platform. Indirect feedback can also be potentially hazardous, especially if it is negative, but it is still less risky since it is hidden to a certain extent. It is important, though, to address any complaint immediately.<\/li>\n<\/ul>\n<ul>\n<li>A very essential part of customer support on social media is <strong>response time. <\/strong>Ourrun-of-the-mill support channels like e-mails or web form replies are very slow in responding to a query or complaint where as social media site users expect instantaneous response. So, to be on the right side of your customers, try to respond immediately to carefully manage whatever your customer expects from you.<\/li>\n<\/ul>\n<p>So, if used prudently, Social Media Channels can help us reap the benefits. We can get an actual feedback from our customers, but for that we have to first gain their trust by building consumer confidence.<\/p>\n<p>Learn more about how Simplify360 can help your gain better customer experience.<\/p>\n<h2>Download Casestudy on <a title=\"Permanent\" href=\"https:\/\/simplify360.com\/resources\/simplify360-for-customer-support-center\/\" rel=\"bookmark\">Simplify360 for Customer Support Center<\/a><\/h2>\n","protected":false},"excerpt":{"rendered":"<p>Social Media is undoubtedly the new age method of communication used by professional organizations and companies &#8211; big and small, to create a rapport between them and their customers. Each of these services has a singular property of its own which is quite distinct and so they are widely being used by various SMEs. When &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/simplify360.com\/blog\/reducing-customer-support-hassle-using-social-media\/\"> <span class=\"screen-reader-text\">Reducing Customer Support hassle using Social Media<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":1320,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1643,1707],"tags":[1870,1706,1737,1801],"class_list":["post-10897","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service","tag-customer-experience-in-social-media","tag-customer-service","tag-social-media-and-customer-service","tag-social-media-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Reducing Customer Support hassle using Social Media - Simplify 360<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/reducing-customer-support-hassle-using-social-media\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Reducing Customer Support hassle using Social Media - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Social Media is undoubtedly the new age method of communication used by professional organizations and companies &#8211; big and small, to create a rapport between them and their customers. 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