When you’re building out your business it’s important to take how you’re going to support customers into consideration. Something I get asked about a lot is whether or not to use your website to support your customers. It used to be the case: someone wants customer service, they go to your website. Then all sorts of tools and plugins were needed to be able to provide this support.
Now people are taking to social media when they need help. I’m the same way. When I need assistance I go to Twitter first because I almost always get the company’s attention far faster than from any other way, and it’s an easier ask. I don’t want to get on the phone, and I don’t want to wait days for someone to answer my email.
Check out this infographic for more details about how social media is impacting customer service.