Why Social Media is Your Most Important Customer Service Tool

Why Social Media is Your Most Important Customer Service Tool

If you already have social media presence, it’s important that you are active and responsive. You can do so much through social media. Social Media Lets You Hear What your Customers Have to Say Getting customer feedback can be hard. What’s even more difficult is that happy or satisfied customers don’t always fill out surveys or give feedback—unsatisfied customers do, though, which makes it difficult to really gauge what your customers have to say about you and get real feedback. Customers even give feedback voluntarily—without solicitation. Social Media Helps You Respond to Customer Complaints More Quickly Customers will use social media to complain about everything—they complain about their frustrations with work, they complain about their crazy relatives, and they complain about poor customer service or bad experiences with brands on social media. Not only will they complain to their friends and followers, but they also use social media as a way to connect with brands since social media can be used to return a quick response. Social Media Lets You Engage Your Customers Engagement is an extremely important aspect of building a brand, a customer community, and developing trust and loyalty between you and your customers. Engagement is huge and social media lets you keep your customers almost always engaged with your brand. Use your social media pages to their full extent, engage with customers, and provide them the best experience possible.

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If you’re a business but not on social media already, then you need to be. If you already have social media presence, it’s important that you are active and responsive.

Social media is an extremely important customer service tool—in fact your most important customer service tool these days—here’s why:

Social Media Puts You Where your Customers Are

It seems that everyone has their eyes glued to their phone these days, even if they’re at the movie theater or in the middle of a conversation. You can do so much through social media.

Many businesses even have 24/7 social media support. Plus, now with the ability to add unique pages, you can even upload shops and menus on Facebook. With about 80% of all internet users being active on at least one social media platform, it is the key to being in touch with your customers.

Their likes and comments give you valuable insights and can help you position your brand better. But you need to be very active on the platform as today’s customers are spoiled. They want quick response. For example, 72% of customers complaining via Twitter expect a response within 2 hours of posting a tweet.

This puts a lot of pressure on brands but this pressure can help them improve their customer service.

Social Media Lets You Hear What your Customers Have to Say

Getting customer feedback can be hard. It shouldn’t be, but sometimes it is. You can send out surveys and ask for responses, but people don’t always want to take the time to provide the information you’re asking for. What’s even more difficult is that happy or satisfied customers don’t always fill out surveys or give feedback—unsatisfied customers do, though, which makes it difficult to really gauge what your customers have to say about you and get real feedback.

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