When millennials have something to complain about they take it to Facebook or Twitter. This outlet is so common in fact, that companies have actually felt the need to start responding to these complaints as a form of customer service. Today, social media customer service is a full blown job for people working in the field. If you look at the infographic pictured below, social media is a positive change for customer service.
Speaking from personal experience. I would much rather take to Twitter or Facebook to get in touch with a company rather than call an 800 number and wait a year for an answer. Below is my personal example of reaching out to a company with a very serious question I needed an answer to ASAP.
This is a great way to get a company’s attention because it is public and can start a bigger conversation. We know this, and so do the companies so they do their best to respond back quickly and nip the problem right in the bud. The last thing companies want is an uproar online about their poor service. Here are a couple of examples of how companies use social media as a customer service tool:
Ignore the bottom two tweets, but at the top you see how a customer is asking a company directly for help using Twitter. They even got a response back in a matter of minutes!
Companies even take to social media to stop problems before they happen. In the tweet below, Kendall was complaining about Comcast not necessarily to submit a formal complaint but a complaint nonetheless. Comcast responded back immediately to help so that they can try to help fix her problem.
This is important for companies to show a good face to the public. People like to see public conversations like this because they feel they can relate to the company better. Here, it seems like Bill Gerth is just another tweeter.
In some cases, companies like to have fun with their social media customer service. This is another way companies can find common ground and relate to their customers. People enjoy witty tweets from their favorite companies.
Even better, LOL.
Today, companies are forced to change their customer service with the times. Life has moved to have social media in almost every aspect. Businesses are learning to meet their customers halfway and give them the customer service they want.