The Role of Customer Service in the Age of Social Media

Customer Service in the Age of Social Media“/>

Illustration. (Freepik)

THE BEHAVIOR of society continues to develop, especially with advances in technology and access to information, increasing expectations for customer service. Now, customers are quicker to provide feedback and tend to want personal and responsive interactions.

Therefore, companies must focus on improving customer experience through fast, friendly and efficient service. By understanding customer needs and preferences, companies can build loyalty and improve their reputation in the market. Effective customer service is the key to driving business growth, because it is able to provide a positive experience for consumers.

Deputy Leader of Swa Media Group, Sujatmaka, stated that customers are currently asking more and more, so their complaints must be responded to quickly. “If customers are satisfied with the service they receive, they will be happy to give a five-star rating. However, if they are disappointed, they will not hesitate to make it viral via social media,” he said.

Realizing the increasingly crucial role of customer service, his party and Business Digest held the Indonesia Customer Service Quality Award (ICSQA) 2024 and Indonesia Customer Service Champion (ICSC) 2024. This award aims to appreciate brands that have successfully implemented quality customer service practices. capable of meeting customer needs and satisfaction.

A number of companies that have won ICSQA include KMN EyeCare, Mandiri Agen, PT Bank Central Asia Tbk, Oppo, PT Bank Syariah Indonesia Tbk, Bank BJB, Timezone Indonesia, Manulife Indonesia, Solaria, Apotek K-24, and Mandiri Tunas Finance. Meanwhile, the companies that won the ICSC were PT Bank Central Asia Tbk, PT Mandiri Utama Finance, PT Bank DBS Indonesia, PT Karya Tetangga Tuku (Tuku Coffee Shop), PT Prudential Life Assurance (Prudential Indonesia), and Baznas RI. (Z-2)