Bodyshop solutions specialist Mirka has demonstrated how it is embracing the world of social media to enhance it customer service. 

It was not so very long ago that interacting with customer service was all about hanging on the end of a phone line. However in the digital age customers increasingly use social media to interact with suppliers and share product experiences. For busy bodyshop employees, especially phone calls can be inconvenient and time consuming, so Mirka is making it easier to answer questions online and access information they need.   

Mirka says it welcomes this digital customer service revolution as it allows its team to see what customers are saying about products, as well as providing a channel to build relationships, educate, advise and highlight key messages to a large and engaged audience. 

For example, Mirka uses Twitter not only to promote products but also to direct customers to other areas of support, such as the website and other added value services such as its approved service centres. It says its customer service team aims to respond to comments or questions within the hour and it welcomes all feedback. This will often involve friendly direct messaging from a team member to find the optimum solution to any issue.

The company uses the Instagram platform more as a customer service tool to educate users through product imagery shown in its natural environment, as well as provide them with relevant information.  Good examples of this would be where to find products, or how to register a warranty.

Mirka recognises that the advice and information posted on social media is starting to play a bigger role as part of the customer service strategies of businesses, because having a good online presence shows customers that you care about them and are willing to listen to their queries or issues and are very accessible.  Mirka says that this, in turn, will lead to a greater rapport being built with them, leading to goodwill towards the brand as well as greater benefits to the end user.

Links to Mirka social media channels can be found at www.mirka.com.