Over the past few months, we’ve had hundreds of conversations with customer service professionals who are exploring mobile and social media channels such as Facebook, SMS and Twitter to increase customer satisfaction.
We’ve summarized these discussions as well as industry trends and analysis to create a 5-part series that will discuss the future of mobile/social customer service.
For the series, we’ve collaborated with customer service experts such as Leslie O’Flahavan (E-WRITE) and Al Hopper (Socialpath Solutions) to provide best practices to launch and manage effective service through digital channels.
In our first post, we’ll discuss new features across the top social channels to explore:
Part 1: How mobile and social media can become your new 1–800 number
Customer service via mobile and social is on the minds of many businesses and it’s easy to see why:
Currently, there are over 1 billion monthly active users each for Facebook Messenger, SMS, and WhatsApp
Other platforms including Twitter (300+ million), Instagram (400+ million) have introduced new customer service functionality
67% of customers have already used a company’s social media page for customer support (J.D. Power)
Lately, social media and messaging app providers have added new customer service features to become the new “1–800 number” for your customers. Here is a recap of their key features:
Bots / automated messages to handle transactional questions
Rich content (e.g., photos, videos) to share with customers
Supports credit/debit card, PayPal and Stripe payments for customer purchases