"Social" Customer Service
I've heard a new term coined that I think will catch on...social customer service. It's the practice of using social media for customer service purposes. But I've always thought customer service is supposed to have a social aspect to it if it's going to be useful. To me, social media is just another platform that companies can use to connect with customers. It shouldn't be considered separate from "regular" customer service.
In today's issue of 1to1 Weekly, Jeremy Nedelka speaks with Datamonitor analyst Ian Jacobs about how social media should be incorporated into the larger customer service arena. For Jacobs, the problem is scalability and process, not the act itself.
I think that companies need to consider social media for what it is -- a personal connect with one or many people. Adding process and other corporate restrictions to its use will ruin it. Let CSRs use it if they are comfortable with it, and make sure they add the insight they gain to customer records. That's it. It's supposed to be free-flowing and unrestricted.
Do you have any experience incorporating social media into your customer service? How is it going?
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