Social Media – A Viable Customer Service Channel

While call centers are still relevant and helpful in attending to customer needs, there tends to be a fast-paced shift or inclusion of social media as a viable way of attending to customers’ needs in real-time and in the most engaging manner. This trend is likely going to be on the rise in the years to come. And, an outsourcing partner plays a vital role in engaging social media for customer service.

Why Businesses Need to Invest More in Social Media

Social media has evolved to become an incredible business marketing tool. In addition to offering low-cost business advertising, it also produces far better outcomes than many business marketing tools. But then, outsourcing companies are leveraging social media to help businesses and companies achieve more.

In essence, social channels are no longer just a means of promoting a brand and its offerings. It can do more – engage your target audience in real-time to learn more about their specific needs as it pertains to your products.

Consequently, you can easily make your customers and prospects commit to your product almost instantly, without any form of coercion – but by simply using the instant chat tools to provide an informative description of your product and how it can help solve the customer’s specific need or problem. This real-time method of engaging customers and prospects has produced desirable results over and again.

For this reason, businesses need to pay closer attention to their social media accounts by outsourcing their social media marketing to experts. This is the best way to maximize the benefit described above. While a business can train its in-house staff to handle its social media, this may not produce the type of result that comes when the task is outsourced.

This is because in-house employees are often saddled with other responsibilities. As a result, they may not devote the quality time required to track and engage customers and prospects in real-time on social media channels.

The Good News is that It Costs Less to Outsource Social Media

As you probably know, social media marketing is cost-effective, especially when you leave the task in the hands of experts who know exactly what to do with earmarked resources – and not those who engage trial and error to find out what works best, thereby wasting resources in the process.

So, businesses should invest in social media as a viable customer service channel, as much as they invest in the conventional help desk. The returns on such investments are usually desirable and worthwhile. And, as recommended earlier, such investment should be channeled to social media outsourcing. This would help guarantee the desired result. Go ahead and outsource your social media.

Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams