How do you approach customer service and support in the digital age?

[Abigail_S]

Running a business is one thing- but having your customer service running smoothly is a whole other ballgame. There are many different ways to incorporate support in your business. Especially with today's technology, there are many forms of communication to chat with your customers and ensure they are getting the best experience. So, how do you incorporate customer service and support in your retail/ecommerce business? How has your customer support changed over the years with technology? 

[Caitlin_M]

Although I do not own my own business, I can speak from the prospective of a customer. I expect most places to have a presence on Facebook and it will often be the first place I go to to find information about them, such as their business hours and a phone number. The business information should be up to date and I check to see if there is a recent post so I'll know the page is being monitored. If I have a question, I'll use Facebook Messenger and expect a reply within a day if it's not urgent. 

[Abigail_S]

I find the same experience when I look a business up on Instagram. If I have a question I DM them and they usually respond within a day! I find that customers like to engage with their favorite businesses and businesses like to keep an open line of communication.