the democratization of knowledge at least supports the democratization of customer service. Previously, at a minimum, companies could contain most of their customers’ frustrations, but not hide them, limiting the actual damage to the brand. Not anymore. Customers now determine the customer service conversation. Social media has provided them with huge megaphones to divert their frustrations to an increasingly connected population, and these frustrations have been circulating on the internet for a long time. Twitter, Facebook, YouTube, and others are chock full of mostly negative customer service stories, and that has far-reaching implications for customer service.
Five Ways Social Media Affects Customer Service Wiki defines social media as media designed to be disseminated through social interaction, using highly accessible and scalable publishing techniques . social media uses the internet and web-based technologies to create more monologues for broadcast media can be used to transform into many) social dialogues (many to many) … advocates of the democratization of knowledge and information. ‘Oh, the democratization of knowledge … well, at least it supports the democratization of customer service. Previously, at least, companies could contain, if not hide, their customers’ frustrations and could no longer see the real damage. Customers now lead the conversation about customer service. Social media has provided them with huge megaphones to address their frustrations with an increasingly connected population, and these frustrations continue across the web, Twitter, Facebook, YouTube, and more. Full of customer service stories, most of which are negative, and this has huge ramifications for customer service. This is, of course, the most obvious way social media affects customer service and leads to a new chapter in reputation management. Find out more ways customer service is changing the rise of social media to accommodate its arrival.