What are the challenges of a business giving support services on social media?

[Fidelia]

So many businesses have integrated social media so much to their business running and are now offering support services on social media. Regardless, there should be challenges with offering support services on social media.

What challenges should a business moving in to render support services on social media expect?

 

[King Belieal]

One of the major challenges with this online customer support is that customers can easily think that the business is ignoring them, not knowing that they might not be online at the time.

 

[freelancermaria]

One of the major challenges with this online customer support is that customers can easily think that the business is ignoring them, not knowing that they might not be online at the time.

That is correct. Customers may feel neglected if their questions or concerns are not addressed immediately. This can make the believe that a business is unconcerned to their needs, causing them to seek out alternatives with exceptional customer service.

 

[Bisolami]

That is correct. Customers may feel neglected if their questions or concerns are not addressed immediately. This can make the believe that a business is unconcerned to their needs, causing them to seek out alternatives with exceptional customer service.

Customers always want immediate response and they feel bad if they can’t get it. It happens to me too

 

[kerryjoy]

One of the main difficulties with online customer support is that customers may perceive delays in responses as neglect, unaware that the business might not be online at that moment.

 

[Fidelia]

The funny thing about giving support services on social media is that a company should be ready to take public negative reviews calmly and he able to address them publicly too.

 

[eLdavis]

Dealing with spam messages might be a major challenge in this area, or dealing with online trolls.