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More and more companies are trying to understand how to integrate their customer service with social media. We often ends up in the same ditch when we meet with them in an early stage to discuss how they should behave in social media. This happens when they start to realize the amount of hard work it takes to engage with customers in real time.
Social media challenge the company culture
One-to-one in real time is quickly becoming one of the most important ways to reach customers. The problem is that a massive number of businesses don’t have the right cultural approach to social media and don’t comprehend that customers are behind the wheel in this one-to-one world. They need to go through a big cultural transformation to serve customers in real time because many companies have been running in the other direction for approximately a decade, they have made it harder for the customer to reach them by putting up horrible telephone trees, poor e-mail service and static web pages.
It’s an attitude
Customer care is profoundly deep into our core so we are very excited to see how companies are trying new things to serve their customers. It’s getting harder and harder to outsource your customer service department because of this real time world; but why should you outsource your relationship with the end user of your product or service?
What is customer service for you? For us! It’s an attitude!
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About Mattias Gronborg
Great episode guys! And a nice little pre-talk in swedish! ;-) mattgron searchmanager
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