The Internet era has given us many advantages especially when it comes to reaching our target audience. This is especially true for businesses. It has never been easier to promote your brand to others than it is today.
Social media has provided endless possibilities to connect to people, and this is particularly true when you are establishing your online presence and influencing individuals. While most companies would see social media as an avenue to do marketing, it can also be an effective way to provide quality customer service to clients.
If you haven’t explored this yet, let us tell you why you should start servicing customers through social media. Here are 5 reasons social media should be your next step to enhance your customer service approach:
Customers want it fast.
Customers value their time and making them wait can add to the frustration they have and turn them away for good. Compared to speaking on the phone or sending email, social media allows a quicker response from you as well as a faster feedback from the customer when it comes to their concerns. Interacting with customers on real-time is one of the benefits of social media. Especially when the matter is in need of your urgent attention, providing your customer an option to reach you via social media will be much appreciated.
It strengthens your online credibility.
Because social media is where people mostly interact nowadays, allowing your company to be accessible through this channel will increase your customers’ loyalty to your brand just because you make yourself available.
Having an official website won’t be as effective if you do not open an avenue where customers can connect with you on a more personal level. You can engage your customers through social media by sharing ideas, giving away promos and discounts, or simply providing more efficient means to answer customers’ queries or complaints.
Also, customers can easily share what your company posts through social media, which in turn encourages them to be your brand advocates. When your company is more available to attend to customers’ needs, you gain their trust and establish your credibility in giving quality customer service support because you engage with them through this channel.
Customers are always on social media.
According to Oracle, 46% of online customers expect brands to provide customer service on Facebook and only 23% of companies provide customer service on Facebook. It is quite obvious that with these statistics, customers want companies to be present where they are. And almost anyone with access to Internet uses social media to interact with others online.
Customers can share their rants and raves about a particular product or a service they received over their social networks (and it will surely influence others’ view about your brand), and if your company does not have online presence where they are, you will definitely miss a golden opportunity to establish your customer’s loyalty and it is likely that your competition might take advantage of your customer’s negative venting. Customer engagement should be a focus in your customer service, and it is one benefit your company will gain when you take your brand to social.
It brings in better sales and revenue.
It is important to note that customers who engage with companies over social media spend 20%-40% more money with those companies than other customers. (Source) And with this observation, we see that because customers find your brand credible and accessible, they want to do more business with your company.
In the same breath, when you provide poor customer service that results to higher negative comments posted online, “11% of brands lost revenue, 15% lost customers, and 26% have tarnished reputations,” says Sprinklr, a social media management systems company. People want convenience in their customer experience, and they expect that from your brand. Take advantage of the mobility that smartphones and tablets give, and assist customers in their purchases or address their inquiries via social media.
Enhances your customer service support.
Being on social media exposes your brand to a wider range of target market. You can take your business beyond your store location and be in another region miles away just because you are on social media. This welcomes potential customers to get to know your brand more and gives assurance to existing customers that you are within reach in case they would need customer assistance.
Customers no longer have to worry about your company being out of support hours because they can well contact you through social media. While providing customer service on social media would mean you have to consider night shifts just to cater to these customers, it would show how much you value them because you willingly went the “extra mile” to serve them. And when customers see efficiency in your customer service via social media, potential customers will be lifetime patrons and existing clients will be repeat customers.
Customer service delivery evolves and customer expectations increase as technology advances. It empowers customers to voice out what they want and expect responses fast. And social media is helping companies how to better connect with their customers and serve them more effectively. Take your company’s customer service delivery to a higher level by being personal, efficient and present via social media and create lasting customer relationships that will boost your brand visibility both online and offline.
Communications between clients and businesses have become much easier through the development of social media networks. With our in-depth knowledge on the processes included in social media, you can earn not only successful transactions, but a more precise system of monitoring and managing of online campaigns, stronger brand loyalty, and generally an improved customer engagement, among others. Learn more!