Is it true? Can a selfie really help you with your customer service strategy? The answer is “yes”. I will explain my reasoning but first let’s lay out the definition of what a “selfie” is:
a photograph that one takes of oneself with a digital camera or a front-facing smartphone, tablet, or webcam, especially for posting on a social-networking or photo-sharing websites.
Humans like interacting with each other or there wouldn’t be restaurants, bars and other similar establishments. Unfortunately, face to face and voice communication is getting to be rarer by the day, especially in customer service.
If there is one thing that i’m going to teach my kids, it will be how to communicate face to face and on the phone. Society today tends to avoid all traditional communication and instead prefers to text or instant message each other.
Don’t get me wrong, there is a time and a place for email, instant message and other forms of electronic communication in customer service, but when someone is truly upset, I mean ready to blow steam out of their ears, hearing an actual human’s voice can’t be beat. A sweet and helpful voice will usually calm the customer down and defuse the situation (I know from personal experience).
And when you’re talking to someone, isn’t it always better to know the other person’s name and even better yet, see their face in a picture or on a live video? That way you know who you’re actually dealing with?
This is my point about selfies, or a more professional derivative of one, helping you with your customer service strategy. Today’s society rewards a business that is open and honest, so why not expose your support agents faces to your customers?
This little personal touch will go a long way to give your customers that feel good sensation knowing that they are actually talking to a human being instead of a robot.
Now i’m not saying to get your support agents to take selfies and post them as their helpdesk software display pictures. What I am saying is a professional picture will help your customers get more of an emotional connection with your company, ultimately benefiting all parties.
So go selfie crazy. Update your helpdesk solution’s profile pictures, email signatures and anything else that is customer facing because nothing will make someone’s day like a beautiful smile.
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