3 ways customer tagging empowers brands to scale their customer responsiveness

We’ve all experienced calling a customer service number and listening to jazz music while waiting for assistance for hours. But in today’s modern customer service landscape, people are turning to in-app messaging and social media as their preferred choice for communicating with brands. Why spend an afternoon on hold when you could simply comment or send your questions to a brand via direct message?

The fast and direct access afforded by these digital channels means message volume can quickly get in the way of a brand’s customer responsiveness. According to a Q3 Pulse Survey of 336 customer care professionals, 63% of respondents say they often deal with a high volume of customer requests which prevents them from meeting time-to-resolution goals.

But your customers don’t care that your inbox is filled with thousands of messages. They just care that their questions are answered in a timely, efficient manner.

In this article, we’ll walk you through how customer tagging can help even the busiest customer service teams maintain and scale their customer responsiveness on social media. With an organized tagging strategy, a streamlined inbox and defined roles, brands can create a best-in-class customer service experience that leaves everybody satisfied.