Here at numero, we’re always demonstrating the importance of social media in the customer contact process. Consumers use sites like Twitter and Facebook to express their concerns about a service, complain about delivery times and question bill payments. Conversely, social media users are also more than happy to praise good customer service when they come across it.
Regardless of their message though, customers expect businesses to be able to handle their enquiries via this network, demanding organisations have the process in place to manage their request, regardless of which channel it is sent across.
To demonstrate this, you can find some examples of customers sharing their good and bad experiences with friends on the social network Twitter. People are talking about companies online. But, are you listening?