Digital customer service: how charities can do it successfully

There’s an increasing expectation that customer service should be offered via social media, so here’s how small organisations can keep up with demand

One of the challenges for charities in the digital age is the pressure to be responsive and always on. So how do charities, including those with small teams and budgets, deal with their stakeholders’ queries, comments and complaints? There’s a plethora of channels to consider, from instant messaging to answering questions via social media, or steering beneficiaries towards FAQs on your website. Your audience also want you to reply quickly. A recent study indicated that 42% of people expect a response on social media within 60 minutes.

As more people go online, the digital customer service trend is likely to grow. It may seem daunting but it’s a big opportunity for charities to engage with their audience. It may even generate income. According to Buffer, 50% of customers are more likely to buy products or services from organisations that are contactable on social media. Ross McCulloch, head of communications at Relationships Scotland and director of digital agency Third Sector Lab, advises charities to “go where your customers are”.

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from Voluntary Sector Network | The Guardian http://ift.tt/28LQSLg