According to a 2013 study by the British Standards Institution, fewer consumers believe that customer service is getting worse. Even better news, more consumers today say that customer service is actually getting better, compared the number who saw improvement in 2008.
Not surprisingly, Twitter UK is promoting itself as a platform for customer service interactions. In particular, it's showcasing O2's #TweetServe hashtag, which enables O2 telecom customers to request account info via direct message on the Twitter platform and via text message.
Many businesses, including airlines and banks, use Twitter to encourage two-way communications with customers on the go. On the JP Morgan Chase Twitter account, customers can see who is responding and even request responses from particular reps. 'We have customers returning to the channel saying, "Hey, let me know when Theo gets in", or "I want to talk to Danni; she knows exactly where I’m at and what I’m going through"', says the bank's VP of social media operations.
WhatsApp, a real-time messaging app, also wants customers to use it for service inquiries and comments. WhatsApp says it has 200 million more users worldwide than Twitter. WhatsApp users can receive private, immediate responses from companies--a plus when sensitive info is involved. Already, WhatsApp is the top messaging app in India, so if a business outsources service functions to India, local reps there are likely to know and use WhatsApp.
