Some brands are actively scared about using their social channels to provide customer services, but they don’t realise the opportunity they’re missing.
In general the thinking goes something like this:
- If we let people leave negative remarks, then they will put off other potential customers.
- It’s impossible to solve every problem through social channels – so why try?
- If someone has to answer all the queries, that will mean having to hire more staff.
Let’s look at each of these in detail.