4 Aug 2014

How to Deliver Outstanding Customer Service With Social Media


Are you responding to customers on social media?

Do you customize your interactions with them?

Your brand and online reputation depend on how you provide social media customer service.

In this article you will find four ways social media conversations create an extraordinary customer experience that inspires loyalty and word-of-mouth recommendations.

#1: Create Unforgettable Experiences

One of the great benefits of providing customer support on social media is being able to connect with consumers in real time. You see a need and you fill it. You hear a problem and you solve it.

Handling customer issues on a public stage can benefit both you and the customer you’re working with—especially if you go above and beyond a generic “Please call us so we can resolve the issue.”

tweet with @citibikenyc mention

Take the story of Paul Young and his unfortunate incident on the way to work. One rainy Friday morning in New York City, he jumped on his CitiBike and headed to work for a day of back-to-back meetings.

As he rounded a corner, the slippery street got the best of him, causing his bike—and him—to crash to the wet ground.

Paul tweeted about his misadventure and was surprised at what happened next:

Read the whole article at Social Media Examiner