How to balance speed and quality customer service

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It’s not enough to resolve customer service issues quickly anymore. Businesses need to meet their customers with the personalized service they’re accustomed to from brands across industries and channels. Like how the barista at your neighborhood coffee shop asks you “the usual?” when you walk in the door.

But departmental silos, limited understanding of the value of social customer care and clunky tech stacks hinder businesses from delivering quality customer service. Leaders who don’t invest in solving some of these issues will be leaving money on the table and putting their customers’ loyalty up for grabs.

In this article, you’ll read how AI and automation technologies are transforming portugal mobile database the landscape of social customer care. And how brands, like yours, can take advantage of them to build memorable brand experiences and maintain customer loyalty.

What customers expect from your service: quality and speed
In a world where social DMs have become a form of texting in their own right, brands replying quickly to customers is table stakes. This makes speed a critical performance metric in social media customer care.

As modern customer expectations shift heavily toward immediacy and accessibility, so have the number of customers who turn to social media for prompt responses and solutions. According to our 2024 Social Media Content Strategy Report, customers across generations—Gen Z, Millennials, Gen X and Baby Boomers—are using social media for customer care.