Social media customer service involves the use of tools and people to solve customer concerns and offer immediate customer support through different social media channels like Twitter, LinkedIn, Facebook, or WhatsApp.
Social media customer service is remarkably effective as it helps customers reach businesses on the platforms they are already using. It is most sought after because it is simple to access and immediate and this is why 90% of customers who use social media in any way use it as a means to communicate with a business.
Significance of Social Media Customer Service for Brands
Establishing relations with customers through social media and how these channels work is a good way for business success. Social media positively affects sales conversion leading to customer loyalty and connection. For more information, you can click here.
How social media customer support can be increased?
Social media listening: When you listen correctly, you engage well with your customers. Continuous listening helps your brand assess, respond, and engage with customers across different platforms to enhance customer service.
Positive word of mouth: As per the survey, 71% of customers with good social media service experience will recommend it to others. A content customer works as your brand advocate.
Enhanced brand credibility: Social media has a big performance in shaping your company’s repute. It works as a main source through which your customers experience brands.
Proactive customer assistance: When you use social media platforms for customer support, you should offer instant assistance to queries and complaints to provide a happy customer service experience.
Practices and strategies to engage with customers for improved social media customer service
Brands that consider working on their social media customer service strategies are likely to grow their brand presence with loyal consumers.
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Be quick with your responses
Delay in answering your customers creates a negative experience with leads to customer complaints and negative word of mouth, decreasing the face value of the company.
Setting up social media into your omnichannel support scheme is advantageous for the company and its customers. It helps brands offer immediate customer support that contents the customer.
Dissimilar to phone and email, social media offers immediate support. Around 42% of customers expect a social media response in an hour.
Assess social media conversations
If your company uses social media, you can measure it well! But how can you determine if your social media marketing plans work effectively?
Assess your social media conversations regularly to understand customer experience with your business and recognize trends.
The social interactions vary from brand to brand. But like other channels, this channel also needs your time, effort, and sources. So, measure how can you satisfy your customers the best and assess your team’s performance. If you are looking to
Some KPIs to measure your social media customer service conversations are:
- Response time: It helps you to assess your team’s efficiency in managing customer queries.
- Resolved and pending queries: Using this, you can assess how effectively, your team is resolving queries and at what time.
- Net Promoter Score: It helps you know how your support service is taken by your consumers
Have a conversational tone
Social media lets companies be more approachable. A friendly and conversational tone helps humanize business.
84% of millennials don’t trust traditional advertisements. Hence, brands need to get more creative to gain their attention. It is your trustworthiness and friendly approach that they value.
So, if you as a brand, plan on engaging with your customers, you can follow these guidelines to gain an edge over your competitors and have a pleasing set of consumers.
