The explosion of social media we’ve witnessed over the last decade is not news to anyone. However, the number of companies’ customer service organizations shying away - or even ignoring - this revolution is the part that should surprise everyone.   
When it comes to customer service, the impact of social is huge: when customers don’t feel like they’re being heard, they’ll either flee to a competitor or tell their hundreds of friends via Facebook, Twitter, or millions of viewers on the Today Show. 

Despite the palpable risk involved with not engaging your customers in social media channels, a vast majority of companies aren’t adopting the practice at all.  For companies that are still hesitant to implement a social strategy in their contact centers, consider these trends driving the imperative shift:

- An Increase in Customer Touch-Points
Customers are no longer limited to a phone call or a one-to-one email with your company’s service representative.  Customers can express their opinions to an audience of millions with a click of a button.  Successful companies understand that their brand is the sum of online conversation about them - positive brand awareness is earned over time.

- The Speed of Communication
Because the speed of communication has quickened to a breakneck pace, customers simply expect a much faster resolution to their question than they did just a few years ago.  In a day where finding a quick answer on the Internet is commonplace, asking your customer to wait a few minutes on a phone call is no longer an option.

- Cost-to-Value Opportunity
The social service model enables self-service for your customers.  A single customer service phone call is painfully expensive for your business; but when you can create a forum for your customers to help themselves (and one another), your support costs are immediately lowered - and your customers are happier because they have easy access to a wealth of community knowledge.

- The Web is a Candid Camera
Gone are the days of expensive market research surveys or costly focus groups; online behaviors are now easily tracked through your customers’ likes, dislikes, and spending habits.  These trends can be quickly used  to make real-time business decisions.  

These are just four points among many to consider as you make the case for customer service through social media at your company.  

For a full list - and much more information about incorporating Social Media in your business’ customer service strategy, check out this free ebook: