Social customer service is the practice of providing support through social media outlets such as Facebook, Twitter, Instagram, Google Plus, Tumblr, and even Youtube to answer concerns quickly. By putting an enhanced social media customer care service, your company can track down feedback either positive or negative and get to improve on certain areas basing on the comments provided. In fact, social media care boosts revenue and ROI when it’s done properly.
On a study conducted by a private group, 72% of customers believe fast resolution of the problem is vital to good service, making social consumer support invaluable. Clearly, social media sites such as Facebook, Twitter and the like have evolved to become more than emergent platforms for marketing and advertising. Increasingly, they are also valid and important channels through which consumers solicit and receive customer service.
Gone all those days when you need to hold your breath and wait for your turn to talk to a customer service complaining on a certain product or service. Simply because, the internet has become a complaint desk for busy people like you and me! All you need to do is to go directly to the website via mobile or desktop and inquire. You can either go to their social media accounts and air your concerns. In this modern times, this is what we call social media customer service. But what is social customer service though?
Social media customer care is not a new concept. By providing great social media customer service can present real challenges for companies both large, medium, and small as well as opportunities to positively impact sales and customer loyalty. The reality is that customer service expectations are rising year over year and consumers are looking to brands to create a seamless experience that spans the showroom floor to the Facebook timeline. Simply having a social media presence is no longer enough; your job is to be a social media superstar.
What people say about your company on social is really important and it’s why you need a plan to address comments, good and bad. Your social media customer service plan should help you with a few different things reactively solving customer problems and complaints, proactively providing customer assistance and delight, and cultivating a brand known for something positive and inspirational.
But before you can start executing on a killer social media customer service, you need to find the answers to a few key questions:
- How do you find comments about your company on different channels?
- How to do you go about finding comments and responding to customers?
- When you respond, what should you say? What should you not say?
- How will you measure and report on this effort?
No doubt, social media is an influencer! It brought the internet by storm. It has proven to be a powerful tool in leveraging brand awareness, increasing the bottom line, cutting operational costs, and boosting productivity and performance. With real-time monitoring, organizations may be able to adjust to the market trends and be on par with the competition. And to be able to do that, you need experts help on the Digital Marketing field.
