• Facebook
  • Twitter
  • LinkedIn
  • Google Plus
  • Youtube
  • RSS

Customer Support Software Featured Article

Build Better Customer Support with Social Media

 
August 29, 2014



If your business is on social media, then you’re already miles ahead of your competition; social media is a proven force for good in terms of brand advertising and consumer interaction. Indeed, your customers will seek opportunities on social media to advertise, defend, and share the experiences they have with you. But if those cheerleaders have a negative interaction with your business and suddenly aren’t so cheery, social media could be your downfall—that negative interaction can be made just as public as the positive ones, and hurt your business in the process.


In order to reassure your customers that your business will go the extra mile to make them happy, there are a few steps you can take. For one, consider recording the contact information of a customer who gets in touch with your business asking for help. That way, you can tell the customer you will respond once you have an answer, and actually do so. This prevents irritating line transfers between departments, and when you follow through with your promise, your customer’s trust in your business will skyrocket.

Another means of ensuring customer satisfaction on social media is an “all hands on deck” mentality. If a customer has an inquiry, someone within your team is bound to have an answer—but you need strong inter-company relationships and a customer-first mindset across your organization to get that answer conveyed. If your entire staff makes the customer its priority, then your business will boast superior service.

Finally, value your customers’ feedback, whatever they have to say. Negative feedback can in fact be your business’s best opportunity to learn, and your customers will appreciate your gratitude for their role in that. Whether you use their input or not, be sure to contact customers that reach out to you via social media, and thank them for their insights.

Head of Customer Success at Sparkcentral, Sara Carter said in a statement, “The customer experience is all about perception. If a customer feels like you’ve gone the extra mile for them, even if it didn’t take much effort on your part, they’re going to perceive you differently.”

Social media can make or break your business image—get yourself on the right track and keep your customers happy.




Edited by Alisen Downey

Featured Partner

Learn More About The Sales Force
Salesforce CRM enables companies to drive sales productivity, increase visibility, and expand revenues with an affordable, easy-to-deploy service that delivers success to companies of all sizes.
Click here to read more about TeamSupport SalesForce integration.

Featured Case Studies

Axceler Case Study

Case Study: Heartland Campus Solutions ECSI
Heartland ECSI, a leading provider of financial services solutions for the higher education industry, partners with 2,200+ colleges and universities to provide solutions such as student loan servicing, payment processing, refund disbursement, tuition payment plans...

Axceler Case Study

Axceler Case Study
A start-up software company now in its 14th year of business, Axceler, which serves more than 2,700 organizations worldwide, had grown beyond the capabilities of its customer support system...

Gridpoint Case Study

Gridpoint Case Study
GridPoint, Inc., based outside Washington, D.C., is an innovator and leader in energy management and sustainability solutions, including metering and control, cloudbased analytics software, and professional and managed services....

Fortune 500 Software Company Case Study

Fortune 500 Software Company Case Study
A business unit within a Fortune 500 software company sought a ticketing system to help its entire customer support team streamline, organize and respond more efficiently to its business clients...

Featured Whitepaper

Axceler Case Study

Tiered Customer Support is Dead...And That's Good For Business
Think back to the last time you called a customer support department for assistance with an issue. Perhaps you needed to resolve a discrepancy with a banking statement. Or maybe a feature within the software your company purchased wasn’t working properly.