What does customer support refer in social media?
Customer Service in social media assists with social media channels such as Facebook, Instagram, Twitter, and others, enabling the businesses to attain the customer needs and quickly respond to their questions. More than 60% of customers believe that the most crucial aspect of good support is quick problem resolution. Simply having another channel for a near-instant chat makes social media customer service indispensable.
74% of global marketers are still investing in social media marketing. If you haven’t thought about expanding your current social media strategy, you could be lacking out on valuable advertising channels. This article will brief about the importance of social media for business and highlight 5 ways to use social media to provide excellent customer service.
Importance of social media in business
Social media helps in growing and fostering your customer relationships. Rather than simply being a title on their receipts, becoming active on various platforms helps to engage with them beyond their purchases, demonstrating that you care deeply about their company. Communicating business-related content on your potential post will most probably give rise to new customers due to the increasing number of users (3.81 billion, to be exact). Commuting leads is an immediate result of higher brand awareness, and 37% of consumers say social media is the most important source of inspiration for their purchases.
5 ways to use social media to provide excellent customer service
We recognize the significance of integrating social media into our marketing strategy as marketers. Here are five ways that marketers may utilize social media to further their company objectives.
- Respond Timely: Considering that your social media networks operate in real-time, any comments or complaints about your retail business must be addressed as soon as possible. Where it’s frequent to expect a reaction from a customer support team within a few days, customers generally expect an answer within a few hours on social media. With a global average of more than 30 percent of consumers who have complained about a company or its customer service, this statistic is not to be overlooked; it will likely rise as more digital native generations approach adulthood.
If you are unprepared to deal with this rapidly evolving trend, users may do more harm than good to your brand and business. Your customers are the foundation of your business, and maintaining positive relationships with them is essential for running a successful enterprise.
- Separate Customer Service handling account: Numerous businesses have a separate social media profile dedicated to customer service. Your primary account could be different than your customer service account. Consumer expectations or issues can then be more easily structured and flagged. Furthermore, by focusing on a single account, your support team can get to tackle issues quickly.
To broaden the scope of this dedicated account, provide a link to the account in your main account’s bio, directing customers there for help. While you may still start receiving requests on your primary account, you can route them to the appropriate team to ensure that every customer receives the assistance they require. Moreover, even though the customer consulted the wrong one, you must reply to every customer service dispute or text with your customer service account. It will display to others how you handle requests.
- Make Yourself Available for the Customers: Customers must be able to reach you for you to respond efficiently. Generally, businesses and brands frequently fall short on social customer service since they’re not paying attention to and interacting with customers. Brands that want to provide efficient customer service on social media should be using social media monitoring to mark any communications mentioning their company or products. Integrating automation through chatbots can help lessen the pressure on human customer service representatives.
With a correct balance between the available customer service representatives and the automation, the brands can be able to react to every meaningful dialogue more effectively and successfully. Your inactivity would lead to passing up the opportunities for effective interaction and easy revenue. Moreover, social media engagements with customers have the potential to generate a positive return on investment, particularly if social media governance is outsourced to a third-party company or if one employee is devoted to creating content and account moderation.
- Diverse Channels for Content Promotion: If your company’s only online presence is its website, you could be missing out on critical promotional opportunities that social networking sites can provide. Generally, the websites are ideal for posting blog posts that are promotional of any business or brand, and the social media platforms where videos and pictures can be posted. Social media’s value is immense, considering that 58% of marketers say it has helped them increase sales.
There are numerous high-performing places where you can promote material to delight current customers and attract new customers. However, it is significant to mention that the social media platforms you choose to advertise your content should be pertinent to your company’s overall strategy. Experimenting with social media advertising means allowing you to encourage your content across as many social channels as you want.
- Nurture Leads: When it happens to come to lead nurturing, most marketers believe in the email to nurture leads; however, that is not the sole option. Since 96% of site visitors are qualified but don’t just buy things, social media marketing can significantly help you nurture leads. You could provide a combination of content on your social networking sites that discuss customers at different phases of the purchasing journey, which is the procedure that customers go through before deciding to make purchases and become a customer.
You can create any form of content, such as educational or informative, in the form of social media posts or videos or unique content relating to purchasing or shopping via any videos on Instagram or product demo videos.
Types of Social Tools to support customer service
Here is a list of some social tools available to help with customer service:
- Messaging applications: The messaging applications include Messenger, Facebook, ClickDesk, and others, enabling businesses to engage with their customers effectively. Request that they contact you personally (or contact you by dropping comments) so that you really can manage matters privately.
- Live chat: Live chat is a good option for customer service since it offers quick support from genuine live-chat specialists.
- Tracking systems: Specific software and services assess the effectiveness of your social media customer service endeavors, informing you how much amount of time is required for your company to reply to comments or address disputes. You can then authorize wherever needed.
- Chatbots: Chatbots such as live chat are ideal for quickly tackling customer questions and concerns. Customers shouldn’t have to wait for a response from a chatbot, even if it’s in the middle of the night. However, because there is no human on the other end of the line, responses lack a human touch.
Conclusion
A social media customer service plan can help your business stay ahead of the curve as a growing number of digital natives approach maturity and consumer expectations rise. You can hire dedicated mobile app developers or any mobile app development company USA who can guide you through the methods of providing better customer service through social media.
Author Bio
Prashant Pujara is the CEO of MultiQoS Technologies Pvt. Ltd., top flutter mobile application development where you can Hire hybrid mobile app developer for your business. He is in charge of the company’s commercial and delivery operations and strategic planning and strategy.
