2017年社交媒体业发展趋势5大预言_BEC初级作文

2017年社交媒体业发展趋势5大预言

Social customer service kills the dreaded phone tree

社交客服将杀死可怕的电话树

The ability of customers to air their dirty laundry to the world via Twitter and Facebook has already changed the customer service game. A 2017 Nielsen survey shows more than half of all customers now turn to social media for redress; meanwhile, some 81% of Twitter users expect a same-day response to questions and complaints. But this fall, things got even more interesting: On Sept. 2, British Airways passenger Hasan Syed spent an estimated $1,000 to purchase several promoted Tweets blasting the company for losing luggage. With paid social media now in customers' arsenal, 2017 may mark the beginning of the end of abysmal customer service at major airlines, credit card companies, banks, and other repeat offenders, characterized by endless phone wait times and those automated "phone trees" (i.e., "Press 1 for English, 2 for Spanish, 3 to waste your entire afternoon on hold ...").

客户通过Twitter 和Faceboo向世界传播“糟糕经历”的能力已经改变了客服世界的生态。尼尔森公司(Nielsen)2017年的一项调查显示，超过一半的客户现在通过社交媒体寻求补救措施；与此同时，在Twitter上提出问题或抱怨后，大约81%的用户提出当天就能获得回应。但在今年秋天，事情变得更加有趣：9月2日，英国航空公司(British Airways)乘客赛义德?哈桑斥资大约1,000美元，购买了几条“推广消息”，猛烈抨击这家航空公司弄丢了他的行李。鉴于有偿社交媒体推广现已成为客户的新武器，从2017年开始，各大航空公司、信用卡公司、银行和其他累犯提供的糟糕透顶的客户服务或将走向终结。无穷无尽的电话等待时间和那些自动化的“电话树”（比如，“英语服务请按1，西班牙语服务请按2，您整整一个下午都需要等候接听请按3”）或许将被扔入历史的垃圾桶。

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