What is social media customer service?A Dimensional Research report states that excellent customer service is the primary reason that affects the consumer’s trust in a company. It calls for brands to find ways to improve it and add the missing personalization factor. With social media’s emergence, they found the perfect ally to execute their ideas. Social media customer service is an organized way of letting customers reach out to you and providing them with the necessary support to solve their queries.
It is an ongoing process not limited to pre-purchase or post-purchase scenarios. Even the topics of discussion are far and wide, ranging from addressing complaints to guidance to refunds and so much more. Social media customer service is also a way for brands to generate real-time data for their next move and to understand the effectiveness of their constant tryst to bring in more consumers without losing existing ones.