How Has Social Media Changed Over The Years

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How Has Social Media Changed Customer Experience in the Past Years?
50 years ago the emergence of 1-800 number changed the complete game plan of customer service and almost 50 decades later, millions of customers are taking service related issues to their preferred social media platform. Today, your customers prefer to share negative and positive reviews on Facebook, Twitter, TripAdvisor and other platforms because their queries and problems are solved in a jiffy.
You need an Omni-channel customer service to drive engagement and serve the customers to your best potential.
When ecommerce companies like Amazon, Snapdeal and Flipkart shipped stones and bricks instead of what was ordered, all social media platforms went crazy with the updates. The companies were lashed with harsh comments, which resulted in decreased customer service and expectation. Had these companies not taken the reviews posted on Facebook …show more content…

Provides authenticity in customer experience
Social media has an organic feel that other channels lack and it provides you with a plethora of opportunities to make the customer feel comfortable and good about your brand. You need to harness the power of these channels and make the customers feel like a ‘premium’ member – which means their issues are resolved at a faster rate. Furthermore, it will ensure that the customers become an advocate for your brand and you can extend your reach like never before. Raving reviews and recommendations are the first thing searched by millennials before purchasing from any brand.
Developing a customer experience strategy empowers the brand to grab extra brownie points from the customers as well as their social media friends and followers. From ecommerce to software quality assurance, all types of business need to give prime importance to excellent customer

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