In part one of our blog, we discussed the benefits as well as the downfalls of telecommunication-based customer service. In part two we will cover the basics of social media and online customer support, and why outsourcing is the superior choice for this direction.
Your clientele is precious, and the main goal should always be to expand, and above all else, retain. As a business, this means keeping up with and getting ahead of the competition. Today, that pursuit is as tough as ever. With advancing technologies, new apps and ways of reaching the brands we buy from, it has never been more imperative to stay current. This not only gives your customer base more access to your business products, services and customer support staff, but more faith in your brand as a whole. Forward momentum and progressive thinking is a great way to show leadership, a willingness to grow and a hip brand persona. This will indeed attract some of the most valuable and profitable consumers – millennials and young working professionals.
This customer group is smart, savvy and not easily sucked into just any old marketing scheme. They are moving with the times and ready for the next fresh and convenient way to get what they want and need from their brands. So what is one of the most sure-fire ways to connect and appeal to this group?
Social Media Customer Service
The idea of online and social media-based customer service entails allowing your customers quick and convenient access to your support network via social media channels. This ensures that no matter where they are or what they’re busy doing, they can shoot your team an easy message with their query and expect a near immediate response. Social media customer service offers a very effective way to reach and retain this particular demographic of buyers.
Social Media Customer Service is For Everyone
While there is a larger group of younger consumers with an interest in easy access to brands via social media, many older age groups are coming around as well. Buyers of all ages are realizing the effortless nature of online communication with companies that have developed near flawless online systems for customer support – and more are jumping on board every day. This is creating a greater need for brands to adjust their customer service model to make way for these forward-thinking consumers.
Outsourcing (or BPO) involves specialized companies that carry out various tasks and manage specific departments on behalf of other companies. Over the decades, outsourcing has come to be known as one of the most cost-effective and popular ways to conduct business. Some common areas managed by BPO companies include telemarketing, data entry and customer service.
Outsourcing companies are no strangers to change – their livelihood depends on their ability to stay current with regard to technologies, tactics and best practices for effective and efficient customer-facing operations. This is why when it comes to customer service and specifically, social media-based support, outsourcing companies are a smart choice for businesses when making the decision to expand and modify these departments.
If your company is ready for change and a wider generation of consumers, Anexa can provide the tools you need to make it happen. We give your customers easy, direct access and support with regard to your products and services, so that you can maintain and retain those relationships effortlessly.