In case you’ve been living under a rock, you already know the landscape of customer service has changed dramatically.  Just as Dorothy in Wizard of Oz said, “We’re not in Kansas anymore,” companies are wondering how and why the landscape has so wholly changed, and the answer is social media.

While price is and always will be a compelling motivator, customer care and quality of service significantly influence whether or not a consumer will choose your site for their purchase and particularly for a second purchase.

Customers Are In Control

As it’s been proven countless times on Facebook and Twitter, customer’s are in control, having the ability to instantly tell the world their story, be it positive or negative.  Companies who ignore this fact (not theory, fact) are setting the stage for a falling bottom line.

FACT: Facebook and Twitter have proven that customers like to share their experience with a brand, both positive and negative.

Based on this consumer power, they now expect, actually demand more.  The days of an email and business hours phone number are long in the past.  Today they want an instant answer via live chat or a customer service number that gets them to a real person.

FACT: Studies have shown that 24/7 customer service has a positive customer influence.

Product Issues

Let’s face it; sometimes a bad product slips out the door and no matter how tight your quality assurance team, mistakes can be made.  It’s not the mistake that matters; it’s how the company responds to the customer when they are made aware of it.  Failure to respond quickly to complaints or concerns is to your detriment.  While a social media channel(s) is vital to the flow of modern-day business, it must be embraced and attended to quickly.

Responding quickly and solving a customer problem says to the world, “We care about you as a person and want you to be satisfied.”

FACT: Scripts are out, personal communication is in.  Customers are savvy, and they know immediately when a CS representative is reading from a script.  Instead, have your CS reps talk to them personally, finding out their needs and solving any issues.

It’s a Mobile World

For the past several years, the net is driven more and more by mobile devices.  This isn’t something today’s companies can ignore.  Their website must be responsive and optimized for mobile devices.  If you have an app (and you should), be sure it is compatible with all devices  used by your customers.

FACT: Leading companies of today are making both their websites and customer support channel accessible by mobile devices.

There is one fact that cannot be debated, and that is change is inevitable.  Technology moves forward at breakneck speed and what worked yesterday does not work today. Indeed, AI and chatbots can be used effectively, but that is just more tech, ultimately, their needs to be a live person on the other end of the line who can problem solve in real time while maintaining a friendly and cheerful demeanor.

If you’re reading this, it’s likely you’re a forward-thinking person who recognizes the need to implement one or more of these strategies.  If that is you, we can show you how a Filipino virtual staff can streamline your operation and effectively solved any customer service issues.  We offer free consultations, and there is never any obligation to use our service, if you’d like to know more, click the button below and let’s chat.


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