In my line of work, I see people having a whinge (I’m not excluded from this) about a company when the company has done a poor job - I will always attempt the traditional customer service methods first… It would seem though, that a lot of people don’t - what about you?
Photo by Icons8 Team on Unsplash
There are a few reasons why people may resort to social media when they have customer service problems:
Accessibility: Social media platforms are easily accessible to many people, and they offer a quick and easy way to reach out to companies and brands. Customers can tweet at a company, leave a message on their Facebook page, or send a direct message on Instagram, which can be more convenient than waiting on hold for hours or sending an email that may not get a prompt response.
Visibility: Social media allows customers to publicly voice their complaints, which can be seen by a large audience, including other customers, potential customers, and the company itself. This increased visibility can sometimes motivate companies to respond quickly and resolve the issue to avoid negative publicity.
Frustration: When customers feel frustrated and ignored after multiple attempts to contact a company through traditional customer service channels, they may turn to social media as a last resort. Social media provides an outlet for customers to vent their frustrations and hopefully get a response from the company.
Empowerment: Social media gives customers a sense of empowerment by providing them with a platform to voice their concerns and hold companies accountable for their actions. It allows customers to feel heard and can even lead to changes in a company's policies or practices.
Overall, social media has become an important tool for customer service, and many companies have realized the importance of being responsive on social media platforms to maintain customer satisfaction and loyalty.
What do you think? Do you agree? Have you resorted to the social media option before now?