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Social Media - A Challenge and Opportunity for Customer Service

Social Media has been adopted, by and large. Whether or not you’re an avid tweeter or adding to your Instagram story daily, it’s safe to say social media is here to stay. What does this mean for businesses? Well, most companies today have embraced social media platforms for marketing purposes, and that’s great! But, if your business fails to acknowledge social media as more than a promotional platform, you may really want to reconsider. 

At The Call Center School, we are seeing more of our clients turning to support their customers on social media platforms every day. And it’s no wonder why, with social media outlets just a click away, customers have more power and influence than ever before. With this power, many would prefer to add a quick post on your company’s Facebook page than wait on hold to talk to someone in your service center. What’s more, is the public nature of these social platforms and the impact one negative post can have on your company’s image.

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