Today, the best-in-class customer service companies are providing care where their customers prefer to interact. This goes beyond the phone to live chat, email, and of course, to social media as well.
Many of our customers use Bloomfire for customer service and support – they need a place where they can seed content that their customer service reps will need to respond quickly as well as a place to ask questions and get answers from subject matter experts, and store that information to be used by other agents in the future.
At many companies, social media is owned by marketing, and in many cases, that makes sense. It’s a place to interact with influencers, share great content, and stay top of mind with current and prospective customers. However, more and more customers are using social media to interact with brands for their service needs, and most companies would be wise to have a social customer care program in place to properly route, address, and resolve customer issues.
According to a 2014 Aberdeen report, Social Customer Care, social customer care users enjoy a 6.7% year-over-year increase in average revenue per customer contact as compared to those not using social media who experienced a 12.1% decline in this same metric.
Clearly, most companies can’t afford not to have social customer care.