Shuka Wong![]() Companies try to create developing customer service through social media and offer hospitality. Today, almost all people use social media, and companies use them to connect with their customers. Companies also use them to advertise their products and receive feedback from their customers. It seems like companies keep relationships with their customers and gain a reputation from them on social media. They try to offer a higher level of customer service to help their customers who need to get help. Many companies use social media for their customer service because of seven reasons. The first reason is that companies use it to get in contact with their customers quickly when they make the customers feel uncomfortable or when they need to answer the customer's questions. Companies should apologize immediately, and their customers do not want to wait for a great deal of time when they want to get a company’s response. However, when companies use social media, they can contact with their customers quickly, and resolve them. Companies can recognize customers’ posts and reply to them, which can make their brand more valuable by improving services for their customers. Messages from customers make companies transparent, which means that the improvement of companies when they have issues show that companies can be great (DeMers, 2014). Customers can tell companies their weak points and strong points via public posts. These points show brands and values of companies, and companies learn from those points via social media to improve to a higher level of customer service. Many companies pay attention to social media, because when companies are able to deal with issues well, they feel more confident. Companies can also ask their customers whether they can provide assistance immediately after they deal with issues through social media. In addition, many customers inquire the treatment of customers by companies quickly, because other customers can share information about how companies treated them, which is spread out on social media easily. The information raises the values of companies. For example, many customers think that companies are great, because someone shares a post that says the deals with an issue quickly and that they are very helpful on the social media (DeMers, 2014). Due to the seven reasons, companies use social media for their customer service, and they can improve their customer service through four ways. Companies use social media to connect with their customers. They use it as a form of customer service to help their customers and to resolve customers’ questions. They also use them to receive and monitor feedback, because customers are allowed to criticize the performances of workers and their service by rating stars. Companies use social media, because they can know whether they are satisfied with companies’ services. Moverover, companies use them get negative comments about their companies, employees, and their products in order to make improvement (Monde, 2014). Companies use social media and raise their brand value by higher level of customer service. Morton’s Steakhouse delivered a meal to Newark airport, because when a customer in the airport, he ordered the meal by Morton’s Steakhouse via twitter (Haines, 2015). Delta airline helped their customers by using social media. They gave a new flight confirmation when a customer tweeted to customer service team that she almost missed her flight (Matthew, 2014). In addition, JetBlue, another airline company, dealt with a problem when a customer complained and tweeted that JetBlue did not offer any devices, such as TVs, on his long fight. After he tweeted that, JetBlue responded and gave him money. He felt comfortable after he received their response (Haines, 2015). Moreover, a customer complained that his room at the Delta Hotel was messy on his twitter account, and the hotel cleaned up the room and gave him some sweets and a card that was written by a staff member after they saw his tweet. Some companies try to help not only domestic customers but also foreign customers like Nike. The company helps their customers through their twitter account and support their customers in seven languages all day. They help those that speak English, Japanese, and French, Dutch, Italian and German. They helped a customer when he could not find his order number (Haines, 2015). Mavsocial, social media management and advertising software, published that companies offer high quality of customer service by social media. More than 70 percent of companies in Australia provide the service via social media, and 67 percent of customers use social media accounts of companies (Haines, 2015). This is because many customer prefer to use social media rather than using their devices, such as a telephone. Today, not all companies use social media, but many companies have started using it ( eClinch). 85 percent of companies use social media to help their customers (Matthew, 2014). Companies use social media not only as advertisements and receiving feedback but also as customer service. They help their customers via social media. They also try to raise their brand value by dealing with problems. Using social media is one method to keep their customers and advertise their own brand for companies, so companies can keep helping their all customers. References eClincher. Web. “Improving Customer Service With Social Media” Oct 27, 2017. Retrieved from https://eclincher.com/blog/improving-customer-service-with-social-media/ DeMers, Jayson. (Aug, 12, 2014) Web. “7 Reasons You Need To Be Using Social Media As Your Customer Service Portal” Oct 26, 2017. Retrieved from https://www.forbes.com/sites/jaysondemers/2014/08/12/7-reasons-you-need-to-be-using-social-media-as-your-customer-service-portal/#371242f6291c Haines, Bryan. (Dec, 29, 2015) Web. “14 Amazing Social Media Customer Service Examples (And What You Can Learn From Them” Oct 27, 2017. Retrieved from https://blog.bufferapp.com/social-media-customer-service Matthew. (Jul, 2, 2014) Web. “How Companies Are Using Social Media To Manage Customer Service” Oct 26, 2017. Retrieved from https://mavsocial.com/how-companies-are-using-social-media-to-manage-customer-service/ Monde, Cris. ( Oct, 11, 2014) Web. “8 Ways Social Media Can Improve Your Customer Service” Oct 27, 2017. Retrieved from https://tech.co/8-ways-social-media-can-improve-customer-service-2014-10
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