Technology is transforming many aspects of modern business. One trend in particular that’s gaining momentum is using social media messaging for customer service. Let’s now take a closer look at this trend and see what it means for call center jobs.
A Social Media Explosion
According to Statista, there were 2.46 billion global social media users as of 2017. As a result, more people are turning to social media for their customer service needs instead of taking more conventional routes such as calling a customer service agent or sending an email.
Many companies are aware of this pattern and are now choosing to use social media messaging to handle customer needs and resolve issues. Rather than being limited to traditional business hours or having to wait on the phone until an agent is available, customers receive information in real time.
What we’re seeing is social media messaging is beneficial for both businesses and their customers. As HubSpot points out, “Deploying messaging for customer service is more scalable and cost-effective for businesses, and by providing a better service for the customer, brands can solve their problems quickly and retain them more easily.” It’s truly a win-win situation.
What This Means for You
If you’re accustomed to working a traditional call center job, you may end up making the shift to using social media messaging in the very near future. As this type of technology continues to evolve, we’ll inevitably see more companies using this approach to handle their customer service. As we move forward, this is likely to be the norm sooner than later.
HubSpot Vice President of Marketing, Meghan Keaney Anderson even “predicts that messaging apps will eventually become a part of every online interaction.” She notes,“Maybe we shouldn’t be thinking about messaging in terms of apps at all but rather as an evolving infrastructure.” Therefore, it’s something you should take the time to get accustomed to if customer service is your forte. Understanding how to properly use this type of technology may even become a necessity.
You could argue that social media has revolutionized the world and has made many businesses rethink their game plan. Social media messaging for customer service is the logical next step and will impact you if your primary skill is working as a call center agent. Prepare yourself and become familiar with using this technology as soon as possible.