It doesn’t matter what kind of business you’re running. From a local plumber to an international technology organisation, if you’re on social media, then smart management and efficient support are key to offering stellar customer service. Here are just a few reasons why offering great customer service starts with your attitude to social media, and how you manage it:
Instant gratification
Compared to a phone call, letter or even email, social media is expected to be one thing – instant. In fact, according to Social Media Today, “71% of consumers who experience a quick and effective brand response on social media are likely to recommend that brand to others.” That’s in comparison to 19% who receive no social media interaction – a considerable amount! From comments on posts to private messages, consumers expect a certain level of communication in a certain amount of time.
Efficient support
Social media is a great way for brands to reach out to their customers. Being able to offer efficient and helpful support via the best platform for your audience not only provides exemplary customer service, but it also delivers sufficient support in the preferred platform of your audience. In fact, Sujan Patel, writing for Inc.com, has suggested that “As many as 33% of customers prefer to contact brands through social media channels.” Providing support via social media isn’t only quicker and more efficient for you, it is for your customer as well.
Getting your message out there
From news on your latest product to customer surveys and digital campaigns, social media is an excellent way to get your message out there to the right people. Not only is social media less invasive than emails and direct mail, thanks to the passive consumption of your content, it’s also far more constant in your customers’ lives, with over one billion people worldwide actively using social media according to Statista.com. That’s a huge audience, and one that’s easy to access.
Great customer service and great social media management
If you’re looking for high-quality, effective social media management for anything from customer support to content development, we can help. Contact us today to discuss the services we can provide.
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