How Email & Social Media Are Becoming The Preferred Channels Of Communication For Customer Service?

Customer service is a much-valued department for every organization. Business firms across the world are increasingly using social media to reach out to their customers. Social media channels, like Facebook, Google Plus, and Pinterest have penetrated deep into the lifestyle of the masses throughout the world. The business leaders keep monitoring the social presence of their customers to track them down.

Accordingly, they reach out to them through the desired platforms on the social media. Today, 69% of the customers want their issues to be resolved in quick time. Communication through social media is fast and quick. Companies can exchange information and important data files at the same time through these platforms within the stipulated time. Interestingly, social media and email have turned out to be the preferred channels for customer service to interact and communicate with their customers in a better way.

Social media and email- Teckinfo

Business firms track and hunt down their customers’ whereabouts
Different sections of customers use social media platforms that suit their requirements. While LinkedIn is a more professional group, Facebook is primarily used to target the youth keeping in mind the strategic advertising via this channel. The messages sent through Twitter are much more concise and reach the concerned person immediately.
Evidently, business firms are reaching out to their customers with their services through targeted social sites. They know that the customers are ‘available’ on these platforms. Evidently, they can resolve the issues in a simplified way, when they get in touch with them over these platforms.

Using email as a primary channel for customer support
Email may be a new channel for communication for contact centers, but it serves as one of the most professional ways to approach the customers. Today, around 4 billion email accounts are active in the world. The large-scale use of email as a platform for communication is due to the fact that people are easily reachable through this channel. More than 90% of the contact centers across the globe use email as a channel of communication with their customers.

The benefits of using email as a channel of communication are as follows:

  • It delivers a professional essence to the communication
  • It takes less time to communicate over email and the process is convenient
  • Email is the most trusted and accepted channel for communication across the globe
  • It saves a substantial amount of cost for the company during communication

Although email is a trusted communication channel, business firms cannot rely solely on this mechanism. An Omni-channel approach is necessary to cope up with the increasing demand for speed to cater to the demands of the customers. On an average, 75% of the customers use three different channels of communication when they reach out to the service desk. Email is a bit slow, as compared to chatbots, but it has not become obsolete.

Often, customers opt for a combined communication channel, including phone, email, and chatbots while communicating with the company. This approach makes the communication simplified and faster.

Today, people spend a lot of time on social media channels. This makes it the first choice for companies when they look out for a channel to reach out to them. No doubt, email, and chat are among the most used communication channels for customer support. Global companies are outsourcing their customer support services to contact centers.
The experts ensure a steadfast communication mechanism with the customers through the social media channels and email to have a long-lasting impact on the mind of their customers.

Along with quick and responsive email management, other modes like Voice, chat & social media integration adds an advantage for effective customer service. A scenario where the human voice will empathize and help the irate customers in resolving his query or complaint, the unified view enables the agent to see customer’s previous modes and the actual interaction to meet his requirements. Integration with chat & social media plays an important role as well. In a Unified Communication Solution, the social media interactions are catered as effectively as other modes by quick replies.