Most consumers who dial up the customer service call center fail to get the service that they are looking for. As a result, they are dissatisfied with the experience of talking to the inbound call center agents. Can the social media networks prevent this? It certainly has the potential! The customer service call centers will have to integrate their presence of social media websites like Facebook and Twitter. The call centers working on B2B projects also make use of LinkedIn, the professional networking site.
There are some advantages that customer service call centers doing social media have. The first is that they have a better reach than phone answering services. Users can communicate with the brand representatives any time they want. They just need to leave a comment or a note asking for support.
The customer service call center will also be tracking the activity of the users on the brand’s pages. If a user has a problem, the inbound call center team can immediately take that issue up and make a call to the concerned user to resolve the issue. This method will add another vertical to the existing ones of answering service.