If you want to maintain your customers’ satisfaction, you must use all the tools available to answer their questions and provide the help they need.
Traditionally, brands provide customer service through phone lines, emails and on the website. However, social media platforms turn out to be an excellent digital channel where brands can communicate with customers directly.
However, social media customer service works a little differently. Companies use it to provide help, but it also serves as a marketing channel to attract new customers.
If you build your customer service on social media according to best practices, you will increase customer satisfaction and the value of life.
Let’s see how much strong social media customer service improves you Digital strategy.
Social media customer service in more detail
Customer support on social media is nothing but the use of various software solutions to provide customer support on channels such as Instagram, Facebook, WhatsApp, Twitter, etc.
The approach is used by leading companies all over the world because it offers instant and direct communication.
Social media has also become a place where influencers play a vital role. The best marketing companies of influencers Can help you connect and form a strong relationship with influencers. This way, you can use this opportunity to elevate your marketing channels to higher levels.
Social media customer support is on the rise, as more and more customers prefer to receive responses through social media channels rather than traditional methods like phone and email.
Almost everyone has a social media account, so it should come as no surprise that over 90% of consumers use social media to conduct brand research and communicate directly with brands.
Social media platforms connect customers with your brand, leading to increased spending and better customer retention.
However, besides providing support, social media channels are a great way to increase brand awareness, and it provides plenty of other opportunities to connect with customers as well.
How Social Media Customer Support Benefits Your Business
Once you set up a customer support channel on social media, you can improve relationships with your customers and get some more surprising benefits that will help your company in the long run.
Here are some of the benefits that can be expected when providing customer support on social media.
1. Improve your customer service efforts
If you already have a company social media page, you can expect your customers to contact you and ask for support. Instead of sending them to other channels, you can provide help directly through chat.
Customer support on social media makes a lot of sense because it allows customers to find your contact instantly, instead of Google searching for your email, phone number or finding other means of communication.
Social media communication feels familiar because everyone uses the same platforms to keep in touch with friends and family. There are no psychological barriers, and whenever your customers have a question, they can simply ask your support team directly and get an answer almost immediately.
While social media channels work great as a marketing tool, they also provide a great way to provide additional support to loyal customers. So this is a win-win situation for both parties involved.
2. A way to show your customers that they are important
While social media customer support gives you a faster way to answer more questions, it also puts you in a difficult situation in some cases.
That is, if you start providing support on Facebook, Twitter and other platforms, you may get so many questions that some of them will simply remain unanswered.
Showing your customers that you listen to their needs and providing answers to their questions in a timely manner can help you increase trust in your brand.
However, if you want to keep your customers satisfied, you need to answer their questions in less than 30 minutes.
Otherwise, you may face a community response on social media channels. The only real way to avoid this is to provide a response to customer inquiries as quickly as possible.
If you just leave the complaints unresolved, unhappy customers can suffer your brand’s reputation before you can respond.
The best approach would be to answer customers’ questions in less than 10 minutes. This may seem impossible, but with the right customer support solution, your live agents will have access to shared inboxes with customer queries that will allow them to resolve further issues very quickly.
No doubt the process will put more pressure on your customer support team, but once you find the best customer support software for your needs, their work will be much more manageable.
3. Communication with personal touch
When most people think of customer support, they imagine reading general emails and some sort of self-service approach. While these methods offer some degree of help, this type of communication feels automatic.
However, customer support on social media is the complete opposite. All communication is conducted in a tone of conversation, which makes your customers feel more secure and relaxed.
Custom communication is much more effective than any other method. Little things like addressing a customer by their first name and presenting the friendly side of your brand will help you increase customer satisfaction as well as brand awareness.
Communication is also a way to show your customers that you are not running away from responsibility and that you are willing to go the extra mile to ensure that everyone is happy with your service.
4. Increasing brand awareness
Social media platforms are used to increase brand awareness all the time. The object of the game is to inform as many users as possible about your brand and turn them into loyal customers.
Instagram is the best place to increase brand awareness, as it were 60% Users reported that they learned more about a brand or product on the platform.
As a business, if you create content that your audience wants to see, show them that you are an industry expert and that they can trust your brand. Social media platforms are the perfect place to showcase the unique features of your brand and promote products.
Build a story around your brand, pour some life into the content, and your customers will not only learn more about your offers, but they will also share your posts with friends and family, and further extend your reach.
5. Access to reviews and opportunity to respond
Customer reviews can help you build a stronger brand image than most people think, but that’s only if the reviews are positive. However, if you come across some negative reviews, you can turn them to your advantage.
Positive reviews do most of the work themselves, but negative reviews require a different approach. They present the perfect opportunity to show your customers how much you care about them as a brand.
Respond to the review in time and try to help the unfortunate client solve the problem in public.
If you play your cards right, you can turn a negative review into a positive experience.
Of course, things can get worse even if you are not careful, but bottom line, social media platforms give you access to user reviews and a chance to clear your brand name.
6. Show the informal side of your brand
Social media interaction is the same as any other social interaction. Most people use social media to connect with friends and family, which is something you need to keep in mind when running a business page.
Social media is a great way to inform your customers about products and offers, but keep in mind that these platforms are not for businesses in the first place. That’s why you should show your stupid side through funny and interesting posts. This approach will show your target audience that people are behind the brand.
Something as simple as a picture of a cute pet or an article on how your company helps improve your community will help you go far when it comes to building strong relationships with customers.
The key here is to show people that they can relate to your brand.
7. Provide product updates and offers
Every time you launch a new product, your regular customers will be excited and eager to see what it is all about.
In addition, you can use your social media channels to inform customers about the latest product launches and special offers and even provide them with an exclusive peek before the product is released.
Your customers will feel special because they are among the first people to see what the product is about.
Repeat the same process regularly, and you will be able to build a stronger relationship with loyal customers and increase the value of their lives. These are small details like the ones that usually make the biggest difference.
Summary
Whether you like it or not, the entire world is undergoing a digital transformation that enables digital technologies to enhance existing processes and operations.
Customer support for social media makes a lot of sense in a world where most people use social media in their daily lives.
Aside from improving customer communication, customer support on social media gives you the opportunity to get closer to your audience, build trust and increase the overall reputation of your brand.
Biography of author
Travis Dillard is a business consultant and organizational psychologist based in Arlington, Texas. Enthusiastic about marketing, social networking and business in general. In his spare time, he writes a lot about new business strategies and digital marketing for DigitalStrategyOne.
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