A new report “Conversocial” shows that many hotel brands are still in the infancy in offering social customer service.
The analysis demonstrates that the majority of hotel brands use social media primarily for marketing and not for providing the support athat van increase word of mouth and advocacy.
Social customer service should coexist with marketing to provide more positive results. “A brand that can quickly identify and differentiate marketing chatter from complaints will be able to separate the signal from the noise, thus protecting marketing value. Therefore, having a team responsible for social marketing—and a distinct team dedicated to customer care – will result in a more efficient scaling of social customer service internally.”
The Report suggest these tips customer service on social media:
1. Decrease response times
2. Increase responsiveness
3. Utilize proactive social customer service
4. Keep the discussion public and Only take issue private if absolutely necessary
5, Always show show resolutions publically
– See details at: