The same goes for French social customer service, where a study shows that a large number of customers are highly unsatisfied with the service, or lack thereof, that they receive in major social networks.
The state of social customer service in France
Social media has planted itself as a new platform for customer-business interactions. It is embraced by an increasing number of tech-savvy customers in various locations, including France. However, a 2012 study shows that companies in this country often fall short of the expectations of customers.
According to the online publication Fourth Source, a study involving Britons and French showed that the respondents used social media channels to communicate their complaints, but a staggering 83% were unsatisfied with the service, and 17.5% received no response whatsoever.
The surveyed customers used the social platform, pining on its potential for speed and immediacy, but were left disappointed. They reported that the companies fail to answer even basic customer questions, much more complaints or requests for services.
Improving French social customer service
Excellent customer service should be at the core of every business' strategy. It helps brands build a reliable reputation for customer care, which is critical in retaining and maintaining customers.
This holds true across all channels, not just in phone customer service. Customers who choose to contact the company via Facebook posts or tweets should be given sufficient attention similar with those who dial for the company's hotline, whether for minor or more pressing issues.
Companies that receive poor ratings in terms of their social customer service should re-think their strategies to make them more customer-centric. They can also outsource their customer service functions to professional services that can answer customers to their satisfaction within a fast average response rate. These can help them improve French customer service via social media.
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