As if it hadn’t already, the Internet is still solidifying itself as one of the true marvels of innovation, regardless of what age it may be. Its users are literally endless, and to say that its existence has–and will–change lives is a legitimate usage of the term “understatement.” One of the major tools available via the Internet is, of course, social media. Once a place for the youth of the world to communicate virtually without the prying eye of authority (or at least their parents), the medium has transformed to become a place where all all sorts of people communicate, catch-up, or just browse. Over the years, social media has evolved from a place where you can wish your third cousin twice removed happy birthday without actually having to speak with them, to a veritable marketplace, displaying itself to be just as versatile as the Internet as a whole.
As consumers came to adopt a second life on social media, so too did business; the potential to acquire and mature relationships with potential customers was too great to ignore. These businesses soon realized that there was a delicate balance attempting to start a conversation via social media, and conveying a sales pitch. On one hand, they sought to draw the attention of consumers to their brand, whether that be with interesting content, funny videos or pictures, or just being engagement. This would undoubtedly garner the business the attention they desired, but to what end? Consumers would be dubious as to the ultimate reasoning, and could be turned off by the lack of genuineness behind the content, or by the oversaturation of the medium by sales pitch-ey posts. For small businesses in particular, an honest social media strategy is just as important as an efficient one. Finding out how to make a strategy that encompasses both is the key.
While many companies have come a long way in the way that they act via social media, it’s the usefulness of the medium that is paying dividends now. With the way that people use social media, and how it often replaces person-to-person interactions, let alone phone calls or snail mail, some innovative companies have realized that they can provide customer service by way of social media. Although this method required lots of trial and error, in addition to having to change the way they did on each site, customer service via social media provides an interesting–and promising–way for companies to interact with their customers. This infographic takes a look at how companies are using social media to provide guidance to their customers, and looks at the future of the field. While by no means a sure thing, as far as the tried and true methods of achieving customer satisfaction, customer service by social media is the evolution of customer service to match the comforts of the customers.
In the end, it’s a furtherment of the old adage of “the customer is always right,” and with the wonders of the Internet still very much at the forefront of society today, it’s an efficient way for companies to significantly boost user experience, for the benefit of all parties involved.
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