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Long gone are the days of calling an automated customer service hotline, only to listen to stale elevator music and stay on hold for half an hour. Now, brands are expected to address issues as they arise online. While this is great for the customer, many brands are left feeling uneasy about this change.
Here are our thoughts on developing Customer Service on Social Media:
Love: Brands can address issues promptly to diffuse the situation
Hate: All negative comments are revealed, leaving your brand’s downfalls exposed to the public
Love: The public nature of a brand’s reputation, both online and through word-of-mouth, forces brands to be proactive in the image they are portraying in the community
Hate: Social Media platforms allow for brands to delete negative comments, which makes it difficult to assess a brand’s trustworthiness
Love: Addressing these negative sentiments can improve your brand’s credibility and likeability
Still feeling uneasy about providing customer service online? Let us help. Learn more about our Social Media Builder Program and how Your Social Move can help your brand grow.