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24/7 Social: Why Social Media Helps 24/7 Customer Support Work

What do you think of when you hear that a business offers 24/7 customer support? Could your business offer a similar service? We here at TechStarters believe that a round-the-clock IT customer support should respond to problems as quickly as possible and engage with our clientele. So when we say you need to get social, we don’t mean calling people over the phone, we are talking about social media.

Let’s face facts, problems can happen at any time, especially if it’s a technical problem involving computer hardware. To the customer, having on-demand support helps illustrate that an organization is an active asset to their lives. The most important factor when it comes to 24/7 support service is ensuring quality customer service without any immediate delay, whether over the phone or by email, at any time of the day. After all, it is called 24/7 for a reason. There is a multitude of ways to make your business into a 24/7 operation, such as using social media platforms like Facebook and Twitter.

Nowadays, Social Media is the best source of customer service. Current statistics tell us that 32% of customers will wait at most 30 minutes for a response from social media. In some cases, social media networks, like Twitter, were better at providing faster responses to customer issues and even staying in touch with friendly conversation than over the phone.

The best part of using social media as the backbone of customer support is that everyone has access to it; not just specific big corporations and not just from your desktop computer. You don’t have to be a big company like IBM to use something like Twitter to provide one-on-one customer service, especially if you can do it from the comfort of your smartphone. In one such case, during Thanksgiving the company HubSpot helped a customer over twitter who needed assistance with their platform and was unable to access contact their call center.

Additionally, having a dedicated twitter or facebook account that focuses on customer support shows the importance of your business towards its customer base. Of course, if you also want to integrate your office phone into the mix to provide 24/7 service calls, you may also want to consider incorporating a Voice Over IP (VOIP) system that works with your smartphone device. These systems allow phones to link together, making interdepartmental calls easier. Some even allow users to connect their personal mobile phone to the office network, meaning that if a customer calls without someone in the office, they can still receive an answer.

Above all else, if your business has 24/7 support, it indicates to your potential customers that you respond quickly to problems. They will feel safe knowing that you’ve always got their back whenever they need it.