Social media is more and more used as customer support media today. Consumers like to post their complaints on Facebook and ask questions via Twitter. That is why it is important to provide customer support using social media networks. While this improves not only trust and loyalty but also helps to protect your brand against negative posts. When you react fast to the questions your customers ask on social networks, you provide not only excellent customer experience but also show that your company is real and can be trusted. Check this infographic to find out the importance of social media channels for customer service and their pros and cons.
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Social Media for Customer Service or How to Reach your Customers Beyond your Traditional Support Channels
Social media is known to be the one of the most important marketing media today. Also its importance for customer service is growing dramatically – more and more customers prefer making complaints and posting regarding their issues on social media channels. By addressing such complaints, questions and just talking to your customers you will improve their loyalty and your company’s brand awareness. According to Aberdeen Group research organizations are seeing 45% increase in customer satisfaction and 39% in customer loyalty with use of social media channels. Moreover, not only satisfaction and retention play important role in using social media for customer service, time of response and cost are also very attractive when using such channels. A study by Simply Measured showed that 99% of brands are on Twitter, and 30% of them have a dedicated customer service line. Average response time on Twitter was 5.1 hours, with 10% of companies answering within one hour. It’s a great alternative to email support, where the response time varies from 12 till 48 hours.
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