Back in the day, if you wanted support from a business, you had to go to where the business’s reps were. Be it via an 800 number, support forums, e-mail or chat, the business would set the rules about how quickly your inquiry was addressed.
But with social media growing as a real-time support channel, the picture looks quite different these days. Customers are taking back control, and businesses increasingly have to assist on consumers’ terms.
I chatted with a colleague of mine, Brian House of IBM, about the different types of people searching for social support, and we discovered that most can be put in one of two categories. The first is the “social media native.” These are people who use social media, specifically Twitter (), as their main point of contact with companies and brands. These types are social media-savvy and reach for Twitter to share their everyday thoughts and opinions, which often overlap with their use of products and sentiment about brands.
The second type is the “last resort social media user.” This type of customer is more dangerous to a business because she is likely frustrated with the brand’s traditional support channels and has resorted to the public forum of social media to voice negative sentiment. She is not happy and won’t hesitate to share her opinion with friends.
Social support is no longer a luxury, but a necessity in today’s business climate. It’s an opportunity to maintain engagement with the savvy users in category one and stay on top of potentially damaging chatter from those in category two. To ensure that you are successful, here are five tips and considerations that you need to think through before engaging in social support.
You can follow the ‘via’ link above to go to the source and read the 5 tips…
- Cisco Integrates Social Media With CRM (informationweek.com)
- Social Media Trends for Businesses [video] (thoughtpick.com)
- Businesses Benefit from Strategic Social Media Programs (impressionsthroughmedia.com)