The use of online communities in addressing consumer issues and concerns will result in a more comprehensive customer service process and an improved experience for consumers according to Reality Digital, the leading provider of online community software (http://www.realitydigital.com/online-community-software.html) for brands and businesses.
The vastly improved degree of interactivity between consumers and corporations that is provided by social networks makes them a good communications channel for brands. As such, customer service exercises that are conducted through the medium of social media can have a vast impact far and wide.
The use of an online community allows brands to be more proactive in addressing consumer issues and their sentiments, giving them the power to respond to consumers much more quickly and efficiently than a normal telephone customer service system would allow. Also, the fact that the issues are considerably more public means that not only is the onus on a brand to ensure that its customer service is of the highest quality, but also that they can emerge from any consumer engagement having enhanced their reputation for loyalty to customers.
Robert Proctor, Head of EMEA for Reality Digital, said: “It is of great importance that consumers are given a social outlet where they are able to voice their concerns and also praise for a brand, and it is obviously better if the brand is in control of this outlet.
“Through the implementation of a brand safe social networking platform (http://www.realitydigital.com/social-networking-software.html), businesses can creatively engage their customers and offer response to issues without the situation escalating out of their control. The aim of the process must be to provide the best customer service possible, and social media has become a key method of achieving this.”
Reality Digital’s Opus Platform provides brands and businesses with all of the tools that they need to create their own personalised social network and improve their consumer engagement. Incorporating all of the latest social networking features, from mobile uploads to a high definition video platform (http://www.realitydigital.com/online-video-platform.html), Opus allows brands to truly harness the power of social media.