Customer support costs are just one thing that makes social media sense.

International package delivery businesses can drastically cut the cost of the customer support services by embracing social media, it has been claimed.

Price is just one of three standout benefits of switching customer support to a mainly social media interaction, according to Dr Harish Kotadia.

Writing for SmartDataCollective, the marketing management expert explained that face-to-face and over-the-phone customer support services are costly undertakings, which have been cut back a little since the arrival of the internet.

"Customer support over social media channels can help companies further reduce cost of providing support as on social networks, brand advocates/loyal customers help other customers out by answering their questions or suggesting solution[s], rather than company reps trying to answer all [of] the question[s]," he said.

The other reasons for a social media approach to customer support are the volume of people using the medium and the fact positive resolutions become visible to all.

A poll from Yazino recently found that 26 per cent of adults spend more time socialising via the Web than in person.

Posted by Sarah Gower

Article Added: 15/11/2010 16:40:12