How Does Social Media Affects The Customer Service Industry

“While the times have changed and business has become more efficient and optimized, a decade later we all have a different perspective of what it means to be a service leader but remain aware of how important an interaction with a customer can be (Wolcott).” Customer service is an always-changing industry but the main objective stays the same. Technology plays a major role in the customer service industry. Before social media became a big part of customer’s lives the customer service industry was your basic call center with representatives giving help or addressing issues. Now with social media and an advance in technology the industry has evolved into more then the basic call center. Social media now gives customers a public way to express how they feel …show more content…
This can be a hard task depending on the type of comments and takes skill to be able to work in this field (Fallon). In the past, "If a customer had a problem with a product or company, there wasn 't much they could do about it," said Robert Johnson, president and CEO of customer service software company TeamSupport. "Today, of course, social media and product review sites mean that a person can let the entire world know about a poor experience. We 've all seen Yelp reviews, YouTube videos and posts on social media lambasting brands. This type of consumer empowerment has only existed in the past few years.” Customers are becoming more powerful and the industry has to adapt to that. Customers now can complain via Twitter, Facebook, email, YouTube, online blogs, etc. Someone from the department has to be watching these social media mediums and be ready to comment and help the customer. “Just 23% of companies provide customer service on Facebook. Over one million people view tweets about customer service every