Traditional online customer
service is mainly accept and hear from customer which contact them initiatively.
Customers can contact them by webpage, email and telephone. Nowadays, customers
more like to access Facebook or Twitter. If they have some issues, may be they
will leave message to the company's facebook or Twitter. If company ignore
them, company will lose a change that have a close encounter with customer.
In relative terms, traditional online customer service is closed. Those service processes are mainly focus on between individual service target and service staff. It's a possibility that 10 customers asked 10 similar questions. But service staff has to repeat it for 10 times. Moreover, only customers know that how the quality of their service.
In general, Facebook and Twitter are
public occasion. theirs special transmit mechanism can spread information in a
short time. This special mechanism can bring a special chance for enterprise to
build up their brand image. At the same time, this will produce crisis. Social media is a rapier. How
to take advantage of it well is challenge to company's online customer service.
Although traditional online
customer service supports 24 hours service. Most of them adopt the system of
working in shifts. With the development of mobile devices, online customer
services can serve customer every time and everywhere.
Social Beta(2012), Online customer services and Weibo, available on:
http://www.socialbeta.cn/articles/online-customer-service-and-weibo.html (Last accessed 5th Apr, 2012)
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