Social media is ubiquitous now and for many organisations it has become an essential and effective marketing tool. But social media can also be highly effective as a customer service tool, something that relatively few organisations realise or utilise.
I have found from interactions with larger organisations that if you can fix an issue that a customer is having via social media you’ll find it’s one of the best marketing channels you’ve ever worked in. Leave them hanging, and you’ll find out the opposite is true.
This Infographic from ClickSoftware highlights compelling stats, for example, customers who engage with companies via social media spend 20%-40% more with those companies. So, how do you use social media when interacting with corporate brands or with your own customers?